Job Description

We are looking for a CUSTOMER EXPERIENCE ASSOCIATE to join our team in our Burbank, CA laboratory!

Certified Group will be holding a Hiring Open House on TUESDAY, MARCH15TH,, WEDNESDAY, MARCH 16TH, AND THURSDAY, MARCH 17TH. Please join us to learn more about our exciting positions and to interview with our Hiring Managers.

TUESDAY, MARCH 15TH FROM 10:00AM TO 5:30PM

WEDNESDAY, MARCH 16TH FROM 10:00AM TO 5:30PM

THURSDAY, MARCH 17TH FROM 10:00AM TO 5:30PM

3125 N DAMON WAY

BURBANK, CA 91505

WHEN YOU ARRIVE, PLEASE CHECK IN WITH RECEPTION.

KN95 MASKS ARE REQUIRED TO ENTER THE BUILDING, IF YOU DO NOT HAVE ONE, WE WILL PROVIDE ONE TO YOU

INTERVIEWS ARE BY APPOINTMENT ONLY, IF YOU DO NOT SEE AN APPOINTMENT THAT WORKS, PLEASE REACH OUT TO HR AT 516-576-1400

PLEASE BRING A COPY OF YOUR RESUME

To schedule an interview ahead of time, please click here:

https://calendly.com/hrandazzo1/laboratory-hiring-open-house-event-burbank-march

We are looking for focused, science oriented, and goal driven individuals to join our expanding team for the following opportunities:

ESSENTIAL FUNCTIONS:

• Works directly with clients, technical teams, and sales to ensure the optimum customer experience.
• Provides proactive customer service to include contacting customers via phone, email, video chat and other means to communicate relevant information and updates about their testing.
• Monitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
• Ensures all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
• Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.
• Supports data entry into Salesforce.
• Utilizes Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts. Ensures all complaints are followed up and closed.
• Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely close of each case.
• Carries out client requests per instructions and keeps appropriate record for billing and management review.
• Collaborates with sales on current and new business opportunities.
• Assists management and sales in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.
• Awareness of processes, procedures, and techniques in accordance with the Certified Group’s Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

REQUIREMENTS:

• Bachelor’s degree in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences a plus.
• One or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage, and Salesforce usage preferred.
• Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.
• Laboratory and scientific experience are a plus.
• Equivalent combination of education and experience acceptable.

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 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.