Client Support Specialist I - Hybrid

Eurofins•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.

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 a 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

Facilitate the exchange of information between clients and the technical/administrative staff of the lab via email and phone.
Respond to client requests in the timeframe set by the Service Level Agreement.
Ensure clients receive clear communication, good service, and fast turn-around times.
Clearly translate and explain technical information, sample and/or testing problems to clients.
Monitor turn-around-times to support accurate quotations to clients and keep Client Services Manager informed of deviations.
Coordinate and track sample data for clients requiring special account monitoring or reporting procedures.
Maintain appropriate follow-up with accounts to ensure customer satisfaction.
Understand when and how to file customer complaints.
Answer basic questions and know where to find information through technical managers and/or specialists within the department, or other available electronic resources.
Exercise understanding of major ENAC service offerings and some understanding of other lab offerings.
Assist in maintaining, ordering, and shipping supplies to clients.
Provide clerical support, including quote preparation.
Manage time to ensure productivity.
Use and have working knowledge of required systems.
Maintain an orderly, clean, and safe work area.
Ensure that proprietary methodologies are not disclosed to non-employees except as approved by Management.
Maintain cooperative working relationships with company employees, including intra and inter Business Unit employees.
Promote the company image through the exercise of sound and ethical business practices as related to the public and our customers.
Possess basic knowledge of relevant industry field as assigned (e.g., feed/grain, pet food, human food products, etc.).
Act as a representative of the client, with awareness of the client service role within the organization.
Display a positive attitude and willingness to learn new skills.
Perform other duties as assigned.