Customer Relationship Specialist

Customer Relationship Specialist

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!

We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience.

As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

The Customer Relationship Specialist is responsible for ensuring customer satisfaction through effectively overseeing and coordinating a series of functions related to the full lifecycle of the Tier I and II customer's experience. The Customer Relationship Specialist partners with Sales on activities related to communicating laboratory capabilities to current and potential clients.

The Customer Relationship Specialist is the primary interface for our Tier 1 and/or Tier II customers. The Tier I account is a Top 50 Customer and may have multiple production facilities and a corporate office providing oversite via a standardized contract. A Tier II account has a revenue >$40,000 annually. This position will be responsible for a select group of accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, and the timely resolution of issues.

It will also act as the liaison between Customers and our Laboratories, Technical Sales Managers/Account Managers and other functions as needed. The CRS will assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function. Serving the unique needs of each account is critical to Microbac's overall success in growing the business.

The Customer Relationship Specialist may lead a smaller laboratories CR Department.

Essential Functions:

• Maintaining a high level of customer contact, Customer Relationship Specialist gain a thorough understanding of client needs and act as the liaison between the client and our laboratory staff teams
• Customer Relationship Specialists manage the logistics of client projects, ensuring client needs are met in a timely and cost-effective manner
• Works with the CRM to plan, organize and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / SALESFORCE / 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
• Works with internal…