Client Experience Representative

LUMINULTRA TECHNOLOGIES • Fredericton, NB

10d • Remote

About The Position

At Luminultra, we bring clarity to uncertainty by providing tools and services that empower industries to get the insights they need to act with speed, precision, and confidence. As a global leader in applied molecular diagnostics, we support organizations across the water, energy, and food sectors. Our work is about keeping essential operations moving with less risk and greater resilience. Founded in 2003 and headquartered in Fredericton, New Brunswick, Luminultra has grown into a globally recognized company with a team located across Canada, the U.S., the UK, and France. We are united by a shared vision: a resilient world where industries and communities thrive with clarity and control over microbial risks. Join us and be part of an innovative, collaborative team that shows up every day - for our customers, and for each other.

Requirements

• 1-3 years of experience working in a customer-facing role.
• Intermediate proficiency in Microsoft Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering a consistent, high-quality customer experience.
• Ability to build and maintain strong relationships with clients and internal teams.

Nice To Haves

• Experience using CRM systems, ticketing platforms, or customer support tools is considered an asset.
• Educational background in Business or Science is considered an asset.

Responsibilities

• Deliver exceptional customer support maintaining our Service Level Agreements for response time and case resolutions for all product offerings via ticket replies, phone and video calls.
• Create and deliver engaging customer trainings for our complete suite of product offerings, providing customers with the information required to successfully deploy their testing programs.
• Support the continuous improvement of our knowledge center and ticketing platform to ensure that both internal and external facing training & support content is relevant to guide all stakeholders.
• Support revenue-generating activities, including routine customer outreach, issuing quotes, and facilitating transactional sales to ensure customers can maintain their testing programs.
• Support the Client Success model through ownership of day-to-day Key Account support activities, including order processing, technical inquiry management, escalation support and other client-facing activities, while partnering with Key Account Managers to deliver a seamless, high-touch client experience.
• Support sales administration and customer onboarding processes, including new customer setup, export compliance documentation, account maintenance, and related workflows that enable a seamless client experience.
• Maintain and foster strong collaborative relationships with customers and internal teams, including Sales, Applications, and Support Teams.
• Other duties, as assigned.

Benefits

• generous paid time off policies, such as 5 paid flex/sick days, 2 volunteer days, and 3-weeks paid vacation and 11 paid holidays
• group RRSP plan with 3% company matching contributions
• firm sponsored social events
• opportunities for performance bonus pay based on target achievement
• eligibility for health, dental, vision, life, critical illness, AD&D, and LTD benefits (family and single coverage) along with mental health resources and an Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed