Customer Service Specialist

Position: Customer Service Specialist 1
. The
** Customer Service Specialist
** will be responsible for receiving and processing calls from customers and serve as the end to end point of contact for customers.
* Perform data entry for purposes such as processing orders, accessing previous orders and special orders, providing customers with current prices and research any other inquiries as requested.
* Assist with customer problems such as missed shipments, backorders and continually strive for prompt resolution.
* Log customer feedback and/or complaints on the Service Improvement site and initiate investigation into complaints. Communicate with the lab when complaints relate to poor and/or incorrect results.
* Investigate and resolve customer complaints in a timely manner. Communicate with the lab when complaints relate to poor and/or incorrect results.  Initiate Corrective Action as required.

Note:

It is the responsibility of the lab to perform Corrective Action Investigation and related activities.
* Respond to
** common inquiries
** or complaints from customers, regulatory agencies or members of the business community.
* Respond to
** unusual inquiries
** or complaints from customers, regulatory agencies or members of the business community. This could involve investigation into result trending, ideal testing package, etc.
* Present information and responds to questions from groups of managers, clients, and customers.
* Assist with administrative tasks such as coordinating special orders, preparing and sending quotes, typing correspondence and preparing marketing materials.
* Assist with on-boarding of new clients.
* Conduct regular contract review for existing clients.
* Process all phone, fax, mail, e-mail, drop shipments and verbal orders from customers.
* Assist the ALS Sales team by maintaining documents required for proposals and bids.
* Follow up with clients regarding details of the approved projects.
* Liaise with other departments and laboratory locations.
* Assist the sales team with business strategy on completion of large projects.
* Clearly communicate with Sales Representatives and Laboratory Directs about all aspects of a project.
* Document all activities, quotes and gathered information in the CRM in a timely and comprehensive manner.
* Assist in the assessment of present and future needs, trends, problems and profit opportunities.
* Prepare quotes, technical bulletins and marketing literature.
* Assess market satisfaction.
* Actively maintain industry and market competitor knowledge.
* Assist in the coordination of pricing.
* Maintain an existing client portfolio.
* Deliver presentations/seminars to clients.
* Assist with Forecast and meet budgeted revenue goals on a quarterly and annual basis.
* Represent ALS at required trade shows and conferences.
* Participate in client appreciation, industry and promotional events.
* Meet required reporting due dates, deadlines and operate in an organized manner including being available to work outside of normal business hours, as needed.
* Other duties as assigned.
* High school diploma/GED required.
* Bachelor's degree in communications is preferred.
* 0 - 3 years of laboratory experience is preferred.
* Proficient verbal and written communication skills.
* Excellent organizational skills and attention to detail.
* Proficient computer skills, specifically Microsoft Office.
* Must be able to initiate corrective action without prompting and assist co-workers whenever necessary in order to meet deadlines.
* Must be able to effectively perform duties under pressures arising from large sample volumes and short turn-around times.
* Must be able to work independently with minimal supervision.
* Ability to multi-task.
* Ability to use (or learn to use) Laboratory Information Management System.
* Routinely lift and/or move up to 50 pounds and occasionally lift and/or move heavier loads with assistance
* Must be able to stand, bend, push, pull, stoop and crouch up to 50% of the time while performing the duties of this position
* Must be able to work on computer while sitting for up to 8 hours per day
* Perform housekeeping duties as required
* Structured wage increases
* Comprehensive benefit package  (including: medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks)
* Additional vacation days for years of service
* Business support for education or training after 9 months with the company
* Learning & development opportunities (unlimited access to e-learnings and more)### Introduce Yourself We’re all about people – so show us who you are and why you're passionate about working with us by submitting your resume, and we’ll keep it on file for future opportunities.
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