Scientific Customer Support Specialist

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform.

In return, we'll help you build a career that you can feel passionate about.

Responsible for providing exceptional customer support to defined territory customers. Primary contact for customers seeking technical information related to comprehensive service offerings and test results. Responsible for ascertaining sample information details from customers and making recommendations for best solutions based on customer needs. Respond to customer inquiries related to internal sample processing of standard offerings, complete understanding of sample identification reports and comparison reports.

• Maintain a complete working knowledge of the identification and characterization services offered by Accugenix as well as commercial-off-the-shelf identification systems and competing service labs offering comparable services. Be able to employ this knowledge to the benefit of the customer during ad-hoc interactions.
• Provide comprehensive support covering North American territories customers and internal stakeholders as assigned.
• Engage in routine written and oral communications with customers during which comprehensive technical support is provided in a timely, efficient, and knowledgeable manner.
• Educate customers to promote their overall knowledge of the identification and characterization services offered. This includes but is not limited to discussions related to the types of services offered, the advantages and limitations of each; turn-around time options; test pricing structure; proprietary library inclusions, sample shipment requirements; sample condition requirements; identification report content and interpretation guidelines.
• Initiate dialogue with customers when sample questions or concerns are noted in the discrepancy management system. Expedite resolution so that testing delays are kept to a minimum.
• Engage Account Managers when customers express any dissatisfaction with the services received. Elevate concerns to Regulatory Compliance/Quality, Sr. Technical support, and/or management, for follow up and initiate complaint if warranted.
• Continuously monitor and review LIMS and associated reports to ensure test results are released to customer in accordance with the specified due date.
• Conduct comprehensive, technical review of completed jobs to ensure all testing was conducted in accordance with customer expectations.
• Contribute to customer satisfaction by meeting qualitative objectives.
• Maintain Knowledgeable about regulatory requirements.
• Escalate special requests made by customers extraneous to standard sample processing and sample t content.
• Maintain log of customer communications through LlMS, SFDC and other information management tools.
• Collaborate with marketing to ensure customer information is captured in CRM system.
• Perform database management related customer data entry.
• Maintain special customer handling database.
• Serve as liaison between customers, sales, marketing, quality, data review, laboratory management and R&D to ensure customer expectations are being met.
• Provide support for new product offerings.
• Adhere to work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Comply with all aspects of laboratory safety, safety stations, safety manual, safety SOP and MSDS/SDS sheets.
• Follow…