Laboratory Customer Service Representative

Technical Customer Service Representative

Global food manufacturer is looking for a motivated and experienced Technical Service Representative to join their external Customer Service department. Must bring a BS Degree and at least 1 year of customer service experience. Prior lab experience is highly preferred!

Responsibilities

• Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the External Sales, Sample Handling, and Quality Teams, along with Lab Analysts, and Scientists
• Supporting key large customers; ensuring their needs are being met
• Supporting the execution of digital, marketing, and continuous improvement projects as needed
• Answering customer inquiries via phone or email within a 24-business hour period
• Providing service capabilities, results status, and results interpretation
• Handling customer complaints or escalations and facilitating resolution
• Managing portal and order-related questions, concerns, and troubleshooting with customers
• Demonstrating empathy and support during customer turndowns (sample matrix issues, updates to customer's expectations)
• Generating quotes for testing
• Creating Mock Nutrition Facts Panels via Genesis software
• Submitting requests for reruns and additional testing through LIMS
• Setting up conference calls with customers, when needed
• Building new customers in LIMS and updating existing customer records when needed
• Monitoring the Customer Service Dashboard in LIMS (e.g., Analyst Notes)
• Entering action items in LIMS for changes to testing and rerun requests
• Ensuring customers receive results promptly
• Sending Preliminary Reports to customers, if needed
• Contacting Approvers to push through Final Reports, if needed
• Pulling historical data upon request
• Logging all customer communication in Salesforce
• Assisting with customer information and Echo review as time allows
• Communicating weekly updates on submission trends and phone/email metrics
• Account Management
• Responsible for managing all client communications to ensure customer satisfaction and support with any service-related issues resulting in escalation
• Owning large and specialty projects for the account
• Maintaining a deep understanding of all of Medallion's services and capabilities and applying them to customer conversations and needs
• Maintaining strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Requirements

• 1 year's experience in retail, customer service, and/or account management in any field
• Lab/science experience a plus!
• Bachelor's degree (science-related field preferred but non-science fields accepted)
• Experience working in a customer-facing role with excellent knowledge of the latest lab industry trends and techniques
• Excellent written and verbal communication skills
• Demonstrated strong relationship and client rapport skills
• Proficiency in Microsoft Office
• LIMS exposure preferred
• Previous analytical lab experience a plus