Client Support Specialist I - Hybrid

Eurofins USA Food Testing•Des Moines, IA

5d•Hybrid

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. Eurofins is the global leader in food, environment, pharmaceutical, and cosmetic product testing and in agroscience Contract Research Organisation services. The Group also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralized 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. This role is responsible for facilitating the exchange of information between clients and the technical/administrative staff of the lab via email and phone, responding to client requests within the timeframe set by the Service Level Agreement, and ensuring clients receive clear communication, good service, and fast turn-around times. The specialist will translate and explain technical information, sample, and/or testing problems to clients, monitor turn-around-times to support accurate quotations, and coordinate and track sample data for clients requiring special account monitoring or reporting procedures. They will also maintain appropriate follow-up with accounts to ensure customer satisfaction, understand when and how to file customer complaints, and answer basic questions while knowing where to find information through technical managers, specialists, or electronic resources. The role requires an understanding of major ENAC service offerings and some understanding of other lab offerings, as well as assisting in maintaining, ordering, and shipping supplies to clients. Clerical support, including quote preparation, is also a key function. The specialist must manage time effectively to ensure productivity and possess working knowledge of required systems. Maintaining an orderly, clean, and safe work area and ensuring proprietary methodologies are not disclosed to non-employees are critical. Cooperative working relationships with company employees, including intra- and inter-Business Unit employees, are essential. The role promotes the company image through sound and ethical business practices. Basic knowledge of the relevant industry field (e.g., feed/grain, pet food, human food products) is expected, along with an awareness of the client service role within the organization, acting as a representative of the client. A positive attitude and willingness to learn new skills are important. Some travel may be required for trade shows or occasional client visits. Other duties as assigned.

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.

Nice To Haves

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.
Clearly 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, or other available electronic resources.
Exercising understanding of major ENAC service offerings and some understanding of other lab offerings.
Assisting in maintaining, ordering, and shipping supplies to clients.
Clerical support to include, but not limited to, quote preparation.
Managing time in a manner that ensures productivity.
Able to use and have 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. This includes “intra” and “inter” Business Unit employees.
Promoting the company image through the exercising of sound and ethical business practices as related to the public and our customers.
Possessing basic knowledge of relevant industry field as assigned (ex: feed/grain, pet food, human food products, etc.).
Awareness of client service role within the organization. Acts as representative of the client.
Displaying positive attitude and willingness to learn new skills.
Some travel may be required to assist in trade shows or occasional client visits.
Other duties as assigned.