Customer Relationship Coordinator

Microbac•Warrendale, PA

10h•Onsite

About The Position

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed.

Requirements

Broad knowledge and proven experience in customer service
Excellent written and verbal communication skills
PC proficiency
Basic problem-solving abilities
General technical industry knowledge as evident by a basic understanding of concepts, terminology and instrumentation used
General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred.
Prior customer service experience required
Must be a self-starter. Be able to prioritize workload and handle many competing tasks at once.

Nice To Haves

Bachelor’s Degree in a field related to the Sciences or 1 year of relevant experience preferred
Prior commercial laboratory experience preferred

Responsibilities

Ensure clients have a positive customer experience through proactive and professional customer service efforts.
Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed
Maintain a high level of professional contact with assigned Tier III clients
Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials
Works with the CRM/CRS to ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned Tier III accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management.
As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectations and follow up with solutions.
Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
Communicate and collaborate with technical staff to uncover solutions to client needs.
Set up accounts, file documents, and ensure documents are thoroughly and accurately completed
May support sales team with various duties including answering questions and preparing quotes
May support Field Staff with scheduled pick-ups on the weekend. Driving to and from the lab will be required and a Company Car will be provided for these travels.
May assist Sample Receiving staff with the intake and logging of samples, specifically on the weekend.
Verify chain of custody forms/schedule work
Assist with the logging and tracking of client test samples
Perform other related duties as needed