Client Success Coordinator

1 week ago


Morgantown, Pennsylvania, United States Biolyst Scientific Full time

Client Success Coordinator

Position Overview

At Biolyst Scientific, we recognize the dynamic requirements of healthcare professionals and researchers in an era marked by supply chain challenges and the need for scientific innovation. We go beyond mere order fulfillment; we offer collaboration, expertise, and a sincere commitment to your success. Our team combines industry experience with enthusiasm to provide creative solutions that foster medical and scientific advancement. We are large enough to deliver results yet small enough to prioritize personal connections.

Role Summary

As a Client Success Coordinator at Biolyst Scientific, your primary responsibility will be to deliver outstanding customer service and technical assistance to our key strategic clients utilizing our diverse range of scientific and diagnostic offerings. You will serve as a vital link between the organization and its clients, ensuring effective communication and prompt resolution of inquiries and challenges.

Key Responsibilities

Client Interaction and Support:

  • Respond swiftly and professionally to client inquiries through various communication channels.
  • Provide precise information regarding products, applications, pricing, and availability.
  • Assist clients in resolving technical issues with our offerings, escalating more complex matters to the appropriate teams as necessary.
  • Address and resolve client complaints with empathy and efficiency, striving for first-contact resolution whenever feasible.

Sales Support and Enablement:

  • This role is crucial in supporting our sales efforts and expanding our footprint with existing clients. Although this position is not commission-based, it is essential to prioritize actions that assist our sales team in securing business.
  • Identify new business opportunities (cross-selling and upselling) and engage in discussions regarding these opportunities with clients. Facilitate interactions between clients and our sales team.
  • Organize and lead business review meetings on a monthly or quarterly basis as driven by client needs or internal leadership.
  • Assist in the preparation of quotes by collaborating closely with the sales team.

Order Processing and Logistics:

  • Manage order processing, including entry, tracking, expediting, and shipping logistics.
  • Work closely with logistics and warehouse teams to ensure timely order fulfillment.
  • Proactively follow up on order status and inform clients of any delays or issues.

Technical Expertise and Product Knowledge:

  • Develop a comprehensive understanding of our product portfolio, including specifications and applications.
  • Conduct product demonstrations and training sessions for clients, both remotely and occasionally on-site.

Documentation and Reporting:

  • Maintain accurate records of client interactions, transactions, comments, and complaints using CRM software.
  • Generate reports on client feedback, trends in inquiries, and common issues to enhance products and services.
  • Create business review materials (PPT, Excel, Power BI) to prepare for client meetings.

Cross-functional Collaboration:

  • Collaborate with sales, marketing, and product development teams to relay client feedback and insights.
  • Work closely with manufacturing, logistics, warehouse, and finance teams to ensure timely processing and shipping of orders.
  • Participate in regular team meetings and contribute to initiatives aimed at improving client satisfaction and retention.

Skills and Abilities

  • Strong analytical skills with the ability to interpret client data, compile reports, and make informed, data-driven decisions.
  • Excellent written and verbal communication skills.
  • Ability to manage multiple tasks effectively.
  • Exceptional problem-solving abilities.
  • Capability to collaborate across departments and teams.

Minimum Requirements

  • Bachelor's degree in a relevant field such as Biology, Chemistry, Biochemistry, or a related life science discipline.
  • Demonstrated experience in customer support or technical support roles within the life sciences or diagnostic products sector is required.
  • Strong interpersonal and communication skills, with the ability to convey technical information clearly and effectively to clients of varying technical backgrounds.
  • Excellent problem-solving skills and a proactive approach to client issues.
  • Proficiency in CRM software and Microsoft Office Suite.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Commitment to delivering exceptional customer service and a passion for supporting scientific advancements in healthcare and diagnostics.

Biolyst Scientific is an equal opportunity employer and prohibits employment decisions based on race, religion, color, creed, national origin, sex, age, disability, political affiliation, protected veteran status, or sexual orientation.



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