Client Support Specialist I - Hybrid

Eurofins • Des Moines, IA

96d

About The Position

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products. In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products. In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

Requirements

• Excellent interpersonal, organizational, and analytical skills.
• Excellent communication skills.
• Responsive, independent problem solver and action oriented.
• Team player - displays positive attitude and willingness to learn new skills.
• Undergraduate degree in scientific field of study with no experience OR Associate degree with 2 years of client management or customer service experience.
• Customer service experience preferred.
• Experience in a laboratory environment preferred.
• Some college training in science, or science background, or equivalent preferred.

Responsibilities

• Facilitating the exchange of information between clients and the technical/administrative staff of the lab via email and phone.
• Responding to client requests in the timeframe set by the Service Level Agreement.
• Ensuring clients receive clear communication, good service, and fast turn-around times.
• Translating and explaining technical information, sample and/or testing problems to clients.
• Monitoring turn-around-times to support accurate quotations to clients and keeping Client Services Manager informed of deviations.
• Coordinating and tracking sample data for clients requiring special account monitoring or reporting procedures.
• Maintaining appropriate follow-up with accounts to ensure customer satisfaction.
• Understanding when and how to file customer complaints.
• Answering basic questions and knowing where to find information through technical managers and/or specialists within department.
• Exercising understanding of major ENAC service offerings and some understanding of other lab offerings.
• Assisting in maintaining, ordering, and shipping supplies to clients.
• Providing clerical support including quote preparation.
• Managing time in a manner that ensures productivity.
• Using and having working knowledge of required systems.
• Maintaining an orderly, clean, and safe work area.
• Ensuring that proprietary methodologies are not disclosed to non-employees except as approved by Management.
• Maintaining cooperative working relationships with company employees.
• Promoting the company image through sound and ethical business practices.
• Possessing basic knowledge of relevant industry field as assigned.
• Awareness of client service role within the organization.
• Displaying positive attitude and willingness to learn new skills.
• Some travel may be required to assist in trade shows or occasional client visits.
• Performing other duties as assigned.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree