Customer Service Representative

OMIC USA Inc.•Portland, OR

15d•Onsite

About The Position

The Customer Service Representative performs an essential role by providing sample receiving information and communications accurately, efficiently and in a timely manner to clients, and proposing improvements in their area to achieve the Company’s mission and objectives.

Requirements

Highschool diploma and six months to one year office or laboratory related experience; or equivalent combination of education and experience.
Successful client communication and customer service experience
Administrative work experience
Improvement initiatives
Learning initiatives
Ability to handle deadlines
High emotional Intelligence
Good cultural awareness and communication with people who have diverse backgrounds
Experienced user of MS Office and Adobe Acrobat
Ability to read, analyze, and interpret general business periodicals or governmental regulations.
Ability to write reports, business correspondences, and procedure manuals.

Nice To Haves

Science/ food testing background
Crystal report writing
Experience with LIMS and/or other laboratory software packages
Experience working in international businesses

Responsibilities

Monitors client requests and organizes the receiving process from initial communications to LIMS login of samples. Communication may include obtaining confirmation or clarification of information provided by customers prior to accepting testing requests.
Generates a unique sample ID number(s) in the login system(s) following Standard Operating Procedures (SOPs) using Laboratory Information Management System (LIMS) software and SAP system- verifies generated system information against clients’ sample submission forms, and other information for accuracy and consistency.
Communicates necessary information with the lab staff to ensure streamline workflow for meeting customer expectations and requirements.
Generates quotes (when directed), and/or verifies previous quotes to convey accurate price information to the client based on the received request(s) and sample submission forms.
Generates sample receipt emails and communicates with clients about login status of submitted samples while maintaining confidentiality policies. Works with Accounting on quoted client testing pricing and client PO information.
Coordinates sample shipments to external third-party laboratory services as needed.
Provides customer service to current and prospective clients - answers general inquiries about the Company’s services and responds to questions about turnaround times, receipt emails. Escalates and consults with Supervisor and/or Sales and Marketing Manager for responses as needed.
Maintains client files and detailed records of communications via hard copy and/or electronic network locations. Updates and maintains the sample log.
Reports LIMS issues and data tracking issues to Supervisor and/or Sales and Marketing Manager.
Contributes to the continuous improvement of Customer Service processes by proposing and implementing changes for improving customer service quality, increasing customer service performance, reducing cost, or shortening responding time.
Obtains and retains an up-to-date knowledge of testing services. Participates in internal and external training. Participates in external professional and technical meetings.
Supports other customer service roles including sample reporting as needed.
Other duties assigned by Supervisor and/or Sales and Marketing Manager.