Client Services Representative

Eurofins•Portage, MI

2d•Onsite

About The Position

Eurofins Scientific is an international life sciences company providing analytical testing services. The Client Services Representative serves as the primary communication link between clients and laboratory operations. This role involves answering emails and phone calls to resolve issues and questions, facilitating sample processing, interpreting technical information, managing stakeholder requirements, and updating clients on project progress and financials. The representative will also escalate issues as needed, work collaboratively to meet company goals, and support sales efforts in the bid process and client onboarding. This is a full-time position based in Portage, MI, with standard Monday-Friday working hours.

Requirements

Excellent communication skills- with oral and written
Strong organizational skills and attention to detail
A strong desire to learn. Eurofins offers a comprehensive training program for this position
Ability to prioritize work autonomously
Ability to learn new techniques, perform multiple tasks simultaneously, keep accurate records, follow instructions, and comply with company policies
Ability to work independently and as part of a team, self-motivation, adaptability, and a positive attitude
Minimum of high school diploma or equivalent
Authorization to work in the United States indefinitely without restriction or sponsorship

Nice To Haves

College degree or currently pursuing preferred
Prior customer service experience in a scientific field, preferably in a GMP or Pharmaceutical environment.
Computer skills- Experience utilizing MS Office including Word, Excel, and Outlook.
Experience utilizing a Laboratory Information Management System (LIMS) and/or Case Management Software is a plus.

Responsibilities

Serve as the primary communication link between the client and laboratory operations
Answer emails and phone calls from client contacts or laboratory and internal support personnel to provide quick resolution of issues and questions in order to facilitate the receipt, entry, testing, reporting and billing of routine testing samples
Interpret and communicate technical information and manage stakeholder requirements
Manage client expectations- provide client with project updates, project related financial updates, and obtain feedback on implementation of work scope
Make appropriate actions and escalate to appropriate ELLI and client management as needed if services deviate from expectations
Work in a team-based environment to meet department and company goals.
Support sales efforts in the bid process to gain repeat, and/or new, long-term business as needed
Work seamlessly with Business Development team to onboard opportunities and set projects up for successful execution