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Client Relationship Coordinator I
2 months ago
As a vital member of our organization, you will be responsible for cultivating and sustaining effective client relationships, ensuring comprehensive client satisfaction across all facets of customer service.
Act as a dedicated client advocate, guiding them through every interaction with our organization.
Ensure compliance with client and vendor submission requirements, quality assurance standards, and manage the submission process from initial sample handling to the distribution of test reports.
Address and resolve client issues promptly, aiming to enhance client relations and drive repeat business.
Deliver proactive customer service and expertise by identifying and resolving submission challenges, while providing timely and accurate information to both internal and external stakeholders.
Serve as the primary liaison between clients and our laboratory, as well as technical and business development teams, ensuring the provision of accurate and professional submission and pricing information.
Develop and maintain strong client relationships through professional service and effective communication.
Assist the Back Office with administrative tasks by identifying and resolving submission issues, ensuring accurate data entry for Test Request Forms, and providing necessary training and feedback.
Generate reports utilizing internal systems for data analysis, submission history, and program summaries.
Manage paperwork for all submission-related activities, including revisions, invoice credits, quotations, and sample returns.
Collaborate daily with Operations Managers and Supervisors to ensure adherence to standards and quality protocols.
Efficiently handle day-to-day client requests, submissions, and complaints, ensuring timely and professional responses.
Guarantee the accurate and complete delivery of services within established turnaround times, including follow-ups on sample process inquiries.
Engage with technical staff to relay submission information to clients and present results as necessary.
Document all client communications to facilitate the processing of sample submissions through the laboratory.
Monitor on-hold and active client follow-ups to ensure timely resolution.
Communicate significant client issues that may not meet expectations to the Operations and Business Development teams for further engagement.
Ensure all work adheres to established standards, addressing errors through formal corrective actions, and complying with the policies outlined in the Quality Manual.
Support quality and audit initiatives as directed, ensuring compliance with laboratory accreditation and quality systems.
Monitor test reports continuously for accuracy and compliance with client program specifications.
Key performance indicators for this role will include:
- Meeting financial objectives.
- Achieving established turnaround time expectations.
- Ensuring report accuracy and quality standards.
- Maintaining high levels of client satisfaction.
- Complying with policies and ethical requirements.
High school diploma or GED equivalent is required, along with a minimum of 2 years of relevant experience. Business-to-business experience is preferred, and an equivalent combination of education and experience may be considered.
Compensation Range: $18-$19 per hour, subject to variation based on location, education, experience, and skillset.
