Customer Relationship Coordinator

Major/Essential Functions

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed.
• Maintain a high level of professional contact with assigned Tier III clients.
• Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials.
• Works with the CRM/CRS to ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned Tier III accounts.
• Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management).
• As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectations and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
• Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Communicate and collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure documents are thoroughly and accurately completed.
• May support sales team with various duties including answering questions and preparing quotes.
• Verify chain of custody forms/schedule work.
• Assist with the logging and tracking of client test samples.
• Perform other related duties as needed.

Preferred Qualifications

• Broad knowledge and proven experience in customer service.
• Excellent written and verbal communication skills.
• PC proficiency.
• Basic problem-solving abilities.
• General technical industry knowledge as evident by a basic understanding of concepts, terminology and instrumentation used.
• General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred.

Education and Experience

• Bachelor’s Degree in a field related to the Sciences or 1 year of relevant experience preferred.
• Prior customer service experience required.
• Prior commercial laboratory experience preferred.