Customer Service Representative

Summary

Join Eurofins Scientific as a Client Services Representative and facilitate communication between clients and lab staff. You will respond to client requests, ensure clear communication and fast turnaround times, translate technical information, and monitor turnaround times. Responsibilities include coordinating sample data, handling complaints, answering questions, and assisting with supplies. You will also provide clerical support, manage time effectively, maintain a safe work area, and uphold company image. The position requires excellent written and verbal skills, high proficiency in MS Office Suite, and excellent organizational abilities. Some travel may be required.

Requirements

• Excellent written and verbal skills
• High proficiency with MS Office Suite (Outlook, Excel, Word, PPT in that order of expertise high-to-low)
• Excellent organization

Responsibilities

• Facilitate the exchange of information between clients and the technical/administrative staff of the lab via email and phone
• Respond to client requests in the timeframe set by the Service Level Agreement
• Ensure clients receive clear communication, good service, and fast turn-around times
• Clearly translate and explain technical information, sample and/or testing problems to clients
• Monitor turn-around-times to support accurate quotations to clients and keep Client Services Manager informed of deviations
• Coordinate and track sample data for clients requiring special account monitoring or reporting procedures. Maintain appropriate follow-up with accounts to ensure customer satisfaction
• Understand when and how to file customer complaints
• Be able to answer basic questions and know where to find information, through technical managers and/or specialists within department, or other available electronic resources
• Exercise understanding of major ENAC service offerings and some understanding of other lab offerings
• Assist in maintaining, ordering, and shipping supplies to clients
• Provide clerical support to include, but not limited to, quote preparation
• Manage time in a manner that ensures productivity
• Be able to use and have working knowledge of required systems
• Maintain an orderly, clean, and safe work area
• Ensure that proprietary methodologies are not disclosed to non-employees except as approved by Management
• Maintain cooperative working relationships with company employees. This includes “intra” and “inter” Business Unit employees
• Promote the company image through the exercising of sound and ethical business practices as related to the public and our customers
• Possess basic knowledge of relevant industry field as assigned (ex: feed/grain, pet food, human food products, etc.)
• Demonstrate awareness of client service role within the organization. Act as representative of the client
• Display positive attitude and willingness to learn new skills
• Other duties as assigned

Benefits

• Remote Possibilities
• 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