Customer Relations Coordinator III - Client Services

Iowa State University•Ames, IA

1d•Onsite

About The Position

Are you energized by helping people, solving problems, and ensuring information is accurate and complete? The Veterinary Diagnostic Laboratory at Iowa State University is seeking a detail oriented and customer focused professional to join our Client Services team. As a Customer Relations Coordinator III, you will support veterinarians, producers, and animal health partners while contributing to work that protects animal and public health. What You Will Do In this client facing role, you will serve as an essential connection between customers and the diagnostic teams working on their behalf. You will: • Serve as the primary point of contact for clients and visitors by phone, email, and in person while providing clear guidance on VDL services, pricing, procedures, and testing needs • Troubleshoot client concerns, resolve service issues, and provide follow up on complex inquiries to ensure an excellent customer experience • Enter client information, submission details, and test requests into the laboratory information management system (LIMS) with accuracy and efficiency • Use IT developed queries to update client records, correct reporting errors, and incorporate externally sourced test results into final reports • Collaborate with VDL laboratorians, pathologists, IT staff, and fellow Client Services team members to support smooth diagnostic workflows and accurate reporting Additional Role Information • Location: This position is on site within the College of Veterinary Medicine • Hours: Monday through Friday, 8:00 AM to 5:00 PM About the Department: The Iowa State University Veterinary Diagnostic Laboratory is a nationally recognized full-service animal health diagnostic facility supporting veterinarians, livestock producers, and state and federal agencies. As part of the College of Veterinary Medicine, the VDL plays a vital role in protecting animal health, advancing diagnostic research, and supporting Iowa’s agricultural industry. The Client Services team ensures that every client receives accurate information, timely results, and exceptional support, making this position an essential part of the VDL’s mission.

Requirements

High school diploma or equivalent and 5 years of related experience

Nice To Haves

Experience working in a veterinary, medical, or diagnostic laboratory environment.
Experience using a Laboratory Information Management System (LIMS) or other data management systems.
Experience managing a high‑volume, multi‑line phone system.
Previous experience working in a customer service, front desk, or administrative support role.

Responsibilities

Provides product information, recommendations, and suggestions to meet customer needs.
Explains policies, procedures, and offerings to customers.
Fulfills customer requests, invoices, billing, orders, etc.
Resolves customer issues.
Coordinates special projects.
Maintains and builds customer relationships.
Selects and liaises with vendors.
Assists with marketing, promotions, and sales.