Client Services Specialist

Eurofins•Centennial, CO

7d•$20 - $23•Onsite

About The Position

Eurofins Scientific is an international life sciences company providing analytical testing services across multiple industries to ensure products are safe, healthy, and sustainable. Eurofins is a global leader in food, environment, pharmaceutical, and cosmetic product testing, as well as agroscience Contract Research Organisation services. With a network of over 900 laboratories in more than 50 countries and 55,000 staff, Eurofins offers a vast portfolio of analytical methods. The Client Service Specialist will be responsible for managing client interactions, supporting various operational workflows, and ensuring quality compliance within the laboratory setting.

Requirements

High school diploma or GED
2-4 years of customer service support experience
Strong verbal and written communication skills
Effective time management, organizational skills, and the ability to multi-task and prioritize with minimal assistance
Ability to partner effectively with management and laboratory teams
Excellent communication, inter-personal, and negotiation skills
Intermediate Excel, Word, PowerPoint, Outlook, and other systems
Ability to work in a controlled environment and within Quality Systems under regulatory requirements

Nice To Haves

Associate's or bachelor's degree in a related field, such as biology or chemistry
Prior laboratory experience (internships, research assistant positions, or work in a similar scientific & health related setting)

Responsibilities

Manage inbound and outbound client calls and emails to address questions, requests, and service needs.
Act as a primary point of contact for assigned clients, providing courteous, responsive, and professional support.
Manage assigned Sample Service Requests (SSRs) from intake through resolution, ensuring clear documentation and timely submission to testing departments.
Monitor SSR response times and follow up to support timely resolution and closure.
Support order-related workflows by coordinating with testing departments and internal teams.
Manage send-out and report workflows to help ensure results are released as they become available.
Assist with corrected report workflows.
Assist with requisition updates and corrections according to established processes.
Manage requisition archive workflows to ensure proper documentation and record retention.
Maintain accurate client account and LabVantage (LV) updates within systems.
Ensure all records are complete, timely, and compliant with documentation standards.
Manage client support emails and ensure timely responses that meet service expectations.
Maintain detailed documentation of all client interactions and follow-up activities.
Gather client feedback during routine interactions and share insights with the team.
Monitor client usage and activity and flag concerns or trends when identified.
Work collaboratively with Account Executives, testing departments, and client service team members.
Escalate complex, urgent, or unresolved issues to senior staff or management following established protocols.
Communicate client feedback and service challenges to internal teams as appropriate.
Assist with client operational notifications, such as FedEx delays or system outages, under guidance.
Adhere to Eurofins DPT’s Quality Management System, including compliance with standard operating procedures, training requirements, and good documentation and recordkeeping practices.
Ensure all client interactions meet ethical, legal, confidentiality, and data security standards.
Meet established client service performance metrics, including response time and service quality.
Demonstrate accuracy, professionalism, and consistency in daily client interactions.
Maintain a collaborative, team-oriented approach to achieving department goals.
Actively participate in training and professional development to enhance client service skills.
Contribute to a positive client experience by following processes and supporting continuous improvement efforts.