Customer Relationship Specialist

Microbac•Munsons Corners, NY

11d•$45,000 - $55,000•Onsite

About The Position

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you! We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more! ABOUT MICROBAC Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience. As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

Requirements

Bachelor’s degree or equivalent work experience in Chemistry, Biology or a related field of study.
A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical, Life Sciences or direct relevant laboratory experience is preferred to provide support to clients of the company.
A minimum of 1 year of related industry experience.
Prior customer service experience.
In-depth technical understanding of industry or subject area.
Excellent customer service skills, to include strong verbal and written communication skills.
Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others.
Familiarity with concepts and terminology commonly used within the industry.
Familiarity with regulatory requirements, common practices and trends as they relate to the industry.
General knowledge of personal computer operations is necessary including spreadsheet, word processing and relational database.
Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role.
Demonstrated ability to effectively plan, organize and lead projects.
Desire to collaborate with clients and internal staff teams to achieve common goals.
Ability to work productively with a team as well on your own to manage accounts and provide an excellent quality of Customer Service.
Proficiency in database management.

Nice To Haves

Travel less than 20%

Responsibilities

Ensuring customer satisfaction through effectively overseeing and coordinating a series of functions related to the full lifecycle of the Tier I and II customer’s experience.
Partnering with Sales on activities related to communicating laboratory capabilities to current and potential clients.
Serving as the primary interface for Tier 1 and/or Tier II customers.
Responsibility for properly setting up and welcoming accounts, ensuring proper and timely communications are in place, and the timely resolution of issues.
Acting as the liaison between Customers and our Laboratories, Technical Sales Managers/Account Managers and other functions as needed.
Assisting in identifying new opportunities with existing customers and ensuring new leads are properly routed to the Sales function.
Maintaining a high level of customer contact, gaining a thorough understanding of client needs and acting as the liaison between the client and our laboratory staff teams.
Managing the logistics of client projects, ensuring client needs are met in a timely and cost-effective manner.
Planning, organizing and ensuring proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts.
Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / SALESFORCE / CRM / AXIS / CONTROL and any other system set ups critical to customer management).
Reviewing first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
Answering customer phone and email inquiries, identifying customer requirements, providing results and additional information that meets or exceeds the customer’s expectations and following up with solutions.
Contacting customers with information regarding test results that will be late or are out-of-specification and documenting all customer interactions in the customer relationship management (CRM) system.
Working with internal leadership and staff to ensure the quality of work completed and reported meets or exceeds pre-determined quality standards; and that the Company QA Program is followed and promoted.
Supporting quality and proactively participating in continuous improvement initiatives in the department.
Maintaining and growing overall client satisfaction through collaboratively working with clients to provide services that meet their needs and exceed their expectations.
Effectively communicating customer requirements and coordinating projects with internal departments not limited to Customer Relations, Sales, Field Services and Laboratory Operations to ensure client needs are addressed in a timely and appropriate manner.
Assisting in customer complaint handling and investigation of customer complaints in accordance with company quality policy and SOPs.
Delegating work assignments within the Customer Relationship Department (may occur).
Managing and developing Customer Relationship staff in some locations (may occur).
Monitoring the progress of projects, heading off any potential setbacks that could adversely affect the customer.
Communicating technical data to the laboratory’s senior leadership and to clients.
Maintaining client files.
Managing the financial and business aspects of assigned accounts, working closely with sales.
Assisting in communication/resolution of billing issues.
Reviewing analytical reports for completeness and accuracy prior to releasing to the client.
Drafting reports and other documentation and distributing as necessary.
Field incoming leads and ensuring they are transferred to the correct TSM/AM/Sales.
Assuming accountability for the promptness of completing tasks and projects.
Developing new products and/or services through evaluation of client needs through generating ideas for consideration.
Identifying cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers.
Providing support to the Sales teams and other CR team members. This may include customer visits or back up support for other team members.
Participating in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (ELEMENT), CRM, and Standard Operating Procedures (SOPs).
Performing other related duties as needed.