Client Services Specialist - On-site Madison, WI

Eurofins•Madison, WI

3d•Onsite

About The Position

Provides project management for ongoing client sample programs through daily customer communication and contact. This role serves as an internal liaison for clients, ensuring they have a single point of contact. The specialist is empowered to make decisions on behalf of clients to provide superior service. They will provide clients with information such as pricing, capabilities, status updates, and sample submission guidelines. Additionally, the role assists Client Managers with quote, proposal, and RFI development for assigned opportunities. The specialist will onboard new clients by gathering necessary information and providing training on SampleKinect®. They will also submit and coordinate client requests for re-testing, additional testing, OOS investigations, and other necessary changes. Support for other Client Service Associates during absences, workload adjustments, or balancing is also a key function. The role involves coordinating conference calls with clients and other areas of Food Solutions, contributing to process improvement projects, and supporting their implementation.

Requirements

Bachelor’s degree in a scientific, business or related field (or equivalent work experience)
2+ years of direct food testing, high intensity customer service, or other business-related experience
Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
Thick-skinned – ability to receive and deliver difficult news
Demonstrated computer skills – requires excellent MS Office experience (specifically Excel, Word, Outlook)
Demonstrated ability to plan, multi-task and prioritize
Demonstrated teamwork, communication (written and verbal), and organizational skills
Ability to work independently
Ability to work to multiple deadlines
Ability to learn technical chemistry and microbiology testing requirements
Ability to communicate appropriately and effectively with internal and external clients
Positive attitude and sense of urgency

Nice To Haves

Knowledge of other software applications (i.e. SFDC, NIMS) preferred
Experience in a scientific or logistics environment is heavily weighted

Responsibilities

Provides project management for ongoing client sample programs through daily customer communication and contact.
Be an internal liaison for clients so they only need to contact one person.
Empowered to make decisions on behalf of clients to provide superior service.
Provides information for clients (e.g. Pricing, Capabilities, Status, Sample Submission)
Assists Client Managers with managing various aspects of quote, proposal and RFI development for assigned opportunities.
Onboard new clients by asking appropriate questions and providing SampleKinect® training
Submits and coordinates client requests for re-testing, additional testing, OOS investigations, and changes that are needed.
Provides support for other Client Service Associates when needed (e.g. absence, workload adjustment, site and regional balancing)
Coordinates conference calls with client and other areas of Food Solutions as needed.
Contributes to assigned process improvement projects and supports implementation when needed