Job Description

• Responsible for facilitating and expediting the processing of client samples and the exchange of information between clients and the technical/administrative staff
• May be required to perform mathematical calculations to verify or convert test result information
• Assists the client by providing the best possible service and increase company sales through existing and new promotions.
• Responsible for client accounts requiring special monitoring to include notifying office staff of special reporting formats and procedures
• Ensures that the clients receive clear communication, good service, and fast turn-around times consistent with superior analytical testing
• Greets and assists customers delivering samples or inquiring about analytical services/information
• Communicates orally and in writing with clients and coworkers
• Report confidential test data to clients by phone, fax, and e-mail; convey, translate, and explain technical information between clients and technical staff
• Discuss sample and/or testing problems
• Review information on client request letters for adequacy and compare against actual technical work performed
• Compose written responses to clients for brochures and/or pricing information
• Sufficiently understands testing procedures to price appropriate methods and anticipate preparation and handling fees
• Monitors turn-around-times to support accurate quotations to clients and to keep Manager informed of deviations from expected normal, to include situations where client expectations were not met
• Maintains up-to-date client files and call logs so past activities can easily be reviewed by self and others; research/access sample and client information using computer system and custom software; monitor request for action or information to ensure a timely response to clients
• Effectively utilizes PC and is thoroughly familiar with the use of company provided software packages such as Microsoft Office
• Coordinates and track all sample data for clients requiring special account monitoring or reporting procedures
• Maintain appropriate follow-up with accounts to ensure customer satisfaction and to monitor sales levels
• Assists in maintaining, ordering, and shipping supplies to clients, and the forwarding/returning of client samples
• Clerical support to include, but not limited to, quote preparation and generating reports when needed
• Manages time in a manner that ensures a degree of productivity
• Maintains an orderly, clean, and safe work area and assist others in maintaining a clean, safe work environment
• Ensures that proprietary methodologies are not disclosed to non-employees except as approved by Management
• Maintains a perpetual state of readiness and willingness to respond to the queries and needs of clients, staff, and coworkers
• Remains current on industry and business advancements and trends as suggested by Manager
• Maintains cooperative working relationships with all company employees.  Communicate orally and in writing to coworkers.  This includes “intra” and “inter” departmental employees
• Promotes the company image through the exercising of sound and ethical business practices as related to the public and our customers
• Performs basic skills such as responding to email and answering phone calls and exercise ability to recognize problems and ability to solve less complex issues
• Responds to client requests in a timely manner
• Able to resolve Holds Forms without assistance
• Exercises understanding of major ENAC service offerings and some understanding of other lab offerings
• Able to answer basic questions and know where to find information, through technical managers and/or specialists within department and proprietary test catalogue software
• Possesses basic knowledge of relevant industry field as assigned (ex: feed/grain, pet food, human food products, etc.)
• Able to use and have working knowledge of required systems
• Consistently demonstrates compliance with logging of activities in Eurofins systems (phone log and complaint tracking)
• Awareness of client service role within the organization. Acts as representative of the client
• Displays positive attitude and willingness to learn new skills
• Builds relationships with team, department, and lab, and is familiar with clients in platform of expertise
• Some travel may be required to assist in trade shows or occasional client visits
• Other duties as assigned

Qualifications

THE IDEAL CANDIDATE WOULD POSSESS: 

• Customer service experience preferred
• Experience in a laboratory environment preferred
• Some college training in science, or science background, or equivalent preferred
• Supervisory experience preferred
• Basic understanding of cGMP, GLP, and ISO 17025 guidelines preferred

BASIC MINIMUM QUALIFICATIONS:

• Bachelors in Science or related field or 1-2 years of experience in customer service or food/feed industry
• Authorization to work in the United States indefinitely without restriction or sponsorship

Additional Information

Position is full-time, Monday - Friday 8:00am - 5:00pm.  Candidates currently living within a commutable distance of Des Moines, IA are encouraged to apply.

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

EUROFINS IS A M/F, DISABLED, AND VETERAN EQUAL EMPLOYMENT OPPORTUNITY AND AFFIRMATIVE ACTION EMPLOYER.