Nutrition Laboratory Client Communication Specialist - Scientific

Position: Nutrition Laboratory Client Communication Specialist - Seeking Scientific Candidates
Job Description

We are seeking a motivated and experienced Technical Service Representative to join our external Customer Service department. In this role, you will be responsible for executing customer excellence by managing expectations, providing technical responses to customer inquiries, and serving as a liaison between customers and various internal teams.

Responsibilities

+ Answer customer inquiries via phone or email within a 24-business hour period.

+ Handle customer complaints or escalations and facilitate resolution.

+ Manage all portal and order-related questions, concerns, and troubleshooting.

+ Demonstrate empathy and support during customer turndowns.

+ Generate quotes for testing and Mock Nutrition Facts Panels via Genesis software.

+ Submit requests for reruns and additional testing through LIMS.

+ Set up conference calls with customers when needed.

+ Build new customers in LIMS and update existing customer records.

+ Monitor the Customer Service Dashboard in LIMS.

+ Enter action items in LIMS for changes to testing and rerun requests.

+ Ensure customers receive results as soon as possible.

+ Send Prelim Reports to customers if needed and contact Approvers for Final Reports.

+ Pull historical data upon request and log all customer communication in Salesforce.

+ Communicate weekly updates on submission trends and phone/email metrics.

+ Manage all client communications to ensure customer satisfaction.

+ Own large and specialty projects for the account.

+ Maintain a deep understanding of all services and capabilities.

+ Collaborate with Sales to perform QBRs and support sales initiatives.

Essential Skills

+ Proven experience working in a customer-facing role.

+ Excellent knowledge of the latest lab industry trends and techniques.

+ Excellent written and verbal communication skills.

+ Strong relationship and client rapport skills.

Additional

Skills & Qualifications

+ Experience in retail, customer service, and/or account management.

+ Bachelor's degree (science-related field preferred).

+ Proficiency in Microsoft Office.

+ LIMS exposure preferred.

+ Strong time management and prioritization skills.

+ Excellent interpersonal, communications, and business management skills.

+ Strong ability to influence and navigate a matrix organization.

+ Team player.

+ Previous analytical lab experience is a plus.

Work Environment

This role offers a schedule from Monday to Friday, covering 37.5 hours per week with a customer service coverage window from 8 AM to 4:30 PM. Initially, the position requires being in the office 5 days a week for the first month, transitioning to 3 to 4 days in the office thereafter. Flexibility on days will be discussed based on business and employee needs.

Once hired permanently, you will adhere to the client's on-site requirement policy.

Job Type & Location

This is a Contract to Hire position based out of Minneapolis, MN.

Pay and Benefits

The pay range for this position is $25.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Minneapolis,MN.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a Clearly Rated Best of Staffing® winner for both client and talent…