Job Description
We are looking for an accomplished and driven CLIENT SERVICES ASSOCIATE to join our growing team!
ESSENTIAL FUNCTIONS:
Ensures all customer inquiries, by all vectors, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
Utilizes sales force to enter customer correspondence and obtain client identifiers for use in LIMS contracts. Ensures all complaints are followed up and closed.
Manages lead inquiries and distribution. For inquiries not covered by Client Services (i.e.- Technical, Accounting, Traffic, Quality inquiries), creates cases in Sales Force with assignment and ensures tracking of those cases to closure.
Works independently while understanding the necessity for communicating and coordinating work efforts with other departments.
Proactively reviews sample information, consulting with other laboratory personnel to mitigate testing errors. Ensures that clients are receiving results in a timely manner to meet expected turnaround times.
Monitors overdue testing reports and follows up with lab managers on expected due dates that can be communicated to the customer.
Collaborates with sales on current and new business opportunities.
Serve as the primary post close interface with clients.
Assists with basic quotes.
Supports data entry into Sales Force.
Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.
Collaborates with Quality to ensure all customer complaints are logged into the CAR (Corrective Action Response) system.
LIMS Data Management
Responsible for new and existing client management of accounts in LIMS including:
Product table- specification management
Account and Customer tables
Contract/Quote management
Use of Catalogs
Cert Lab Link user access
Functions as local LIMS super user for Client Services and Sample Receiving; serves as point of contact for user issues and facilitates problem-resolution and training.
Manages and monitors administration of work orders, invoices, receivables, and purchase orders for assigned divisions or departments.
Other duties as required.
POSITION REQUIREMENTS:
Bachelor’s degree in Business or Science. Studies in microbiology and/or food science a plus.
2-3 years' administration and Customer Service experience. Laboratory experience is recommended.
Strong problem-solving and decision-making skills.
Commitment to detailed, accurate and timely results.
Effective verbal and written communication skills.
Advanced knowledge in MS Word, Excel, Outlook and PowerPoint.
Basic knowledge of financial software (ERP) and Sales Force (CRM).
Ability to multi-task, plan and organize.
We value our employees as they are the key to our success. Our commitment to your success is enhanced by a competitive salary with an extensive benefits package. We work to maintain a progressive and collaborative work environment where we empower people and provide them with opportunities to develop their long-term career.
Certified Group is one of the largest and independent laboratories in the nation and is located in California, Illinois, New York, Virginia, and Texas. Each of our laboratories has its own area of expertise and is acknowledged as a leader in the field of food, cosmetics, and nutraceuticals safety and analysis.
Certified Group values diversity in its workforce. The company is firmly committed to a policy of Equal Opportunity and will administer its policies in a manner that treats each employee and applicant for employment on the basis of merit. Certified Group will take affirmative action to seek out qualified applicants without regard to race, color, religion, sex, national origin, age, handicap, or veteran status.
Company Description
Certified Group is one of the largest independent laboratories, comprised of four nationally recognized laboratories. Located in New York, Illinois, Texas, Southern and Northern California, each of these laboratories has developed its own area of expertise and is an acknowledged leader in the field of food safety and analysis.