Customer Relationship Coordinator

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!

ABOUT MICROBAC

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.

JOB SUMMARY

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed.

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:

Job Requirements:

* Broad knowledge and proven experience in customer service

* Excellent written and verbal communication skills

* PC proficiency

* Basic problem-solving abilities

* General technical…