Revision Date: 1/24/18

Supersedes Date: 1/16/18

Position Title: Client Services Support Specialist

Summary: Under the direction of the Client Services Manager, the Customer Service Support Specialist is responsible for providing the best possible customer satisfaction to the organization's customers by supporting Account Managers and resolving customer inquiries and problems in accordance with company policies and procedures and maintaining and improving the customer service of the company through communication with external and internal customers. The Customer Service Support Specialist is a member of the Client Services Team.

The Customer Service Support Specialist will ensure that we meet/exceed customer expectations for timely delivery of quality services utilizing good general business practices that are in full compliance with any state or federal requirements.

Primary Duties:

  1. Answering of incoming calls and emails, responding to customers in a timely manner
  2. Complete reports and gather data to support Account Managers, customer requests
  3. Assist with the Courier schedule on a daily, weekly basis and manage service schedules of fleet
  4. Actively look for ways to help people outside and within our organization
  5. Ability to multi-task to meet targets that may be daily, weekly, monthly, etc. and the ability to work with interruptions
  6. Work one on one with customers to improve processes
  7. Assist lab with questions on customers samples and paperwork
  8. Communicate with customers about proper paperwork needed
  9. Build relationships by understanding the customers’ needs
  10. Performing duties related to Minor “Contract” changes and record keeping of changes made
  11. Utilize CRM, Salesforce, to document customer activity and communication
  12. Enter and retrieve data from LIMs
  13. Assist Account Managers with new customer set-up including quote generation
  14. Flexibility to become competent in Sample Entry to support when needed
  15. May be required to work evening and weekend hours as needed to ensure proper completion of duties
  16. Filing of work orders
  17. Receiving and distribution of supplies
  18. Support and actively participate in all safety initiatives related to site function
  19. Effectively support and follow all aspects of the Quality Management System
  20. All other duties as assigned

Reports to: Client Services Manager

Qualifications:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

  1. Requires a high school diploma or equivalent - employee should have one year experience in customer service or a combination of education and experience.
  2. Previous sales experience a plus, marketing exposure a plus.
  3. A microbiological/biological background or previous laboratory experience is preferred, but not required.
  4. Excellent verbal and written communication skills, attentive and timely in responses
  5. Good follow up and ability to juggle multiple tasks simultaneously without getting flustered
  6. Collaborative and cooperative work style internally and externally with a “can do” attitude
  7. Excellent problem solver who sees solutions instead of obstacles
  8. Familiarity with MS Office software and strong computer skills, strong Excel background
  9. Strong organizational skills
  10. Valid driver’s license (if needed for position)
  11. Excellent attendance record

Physical Requirements:

  1. Able to walk regularly around the production floor and office areas, including climbing steps and also occasionally climbing on a ladder
  2. Able to lift up to 50 pounds unassisted
  3. Able to bend, squat, sit and stand
  4. Able to sit in office chair working on written assignments and operate a computer
  5. Specific vision requirements of this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus

Employee Acknowledgement

The qualifications and physical requirements characteristics described above are representative of those an employee encounters while performing the primary duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position.

(Employee Signature)

(Printed Name)

Date:

F:\Quality System\Job Descriptions\Customer Service Specialist with Lead Generation.doc

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Good for this day only.

5/9/2019