Customer Service Specialist 1

ALS Global • Atlanta, GA

17h

About The Position

At ALS, we encourage you to dream big. When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. Imagine your future with us! At ALS, we encourage you to dream big.When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive. Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world. About the role: The Customer Service Specialist will be responsible for receiving and processing calls from customers and serve as the end to end point of contact for customers. ENTRY LEVEL 1

Requirements

• High school diploma/GED required.
• Proficient verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proficient computer skills, specifically Microsoft Office.
• Must be able to initiate corrective action without prompting and assist co-workers whenever necessary in order to meet deadlines.
• Must be able to effectively perform duties under pressures arising from large sample volumes and short turn-around times.
• Must be able to work independently with minimal supervision.
• Ability to multi-task.
• Ability to use (or learn to use) Laboratory Information Management System.
• Routinely lift and/or move up to 50 pounds and occasionally lift and/or move heavier loads with assistance
• Must be able to stand, bend, push, pull, stoop and crouch up to 50% of the time while performing the duties of this position
• Must be able to work on computer while sitting for up to 8 hours per day

Nice To Haves

• Bachelor's degree in communications is preferred.
• 0 - 3 years of laboratory experience is preferred.

Responsibilities

• Perform data entry for purposes such as processing orders, accessing previous orders and special orders, providing customers with current prices and research any other inquiries as requested.
• Assist with customer problems such as missed shipments, backorders and continually strive for prompt resolution.
• Log customer feedback and/or complaints on the Service Improvement site and initiate investigation into complaints.
• Communicate with the lab when complaints relate to poor and/or incorrect results.
• Investigate and resolve customer complaints in a timely manner.
• Communicate with the lab when complaints relate to poor and/or incorrect results.
• Initiate Corrective Action as required. Note: It is the responsibility of the lab to perform Corrective Action Investigation and related activities.
• Respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
• Respond to unusual inquiries or complaints from customers, regulatory agencies or members of the business community. This could involve investigation into result trending, ideal testing package, etc.
• Present information and responds to questions from groups of managers, clients, and customers.
• Assist with administrative tasks such as coordinating special orders, preparing and sending quotes, typing correspondence and preparing marketing materials.
• Assist with on-boarding of new clients.
• Conduct regular contract review for existing clients.
• Process all phone, fax, mail, e-mail, drop shipments and verbal orders from customers.
• Assist the ALS Sales team by maintaining documents required for proposals and bids.
• Follow up with clients regarding details of the approved projects.
• Liaise with other departments and laboratory locations.
• Assist the sales team with business strategy on completion of large projects.
• Clearly communicate with Sales Representatives and Laboratory Directs about all aspects of a project.
• Document all activities, quotes and gathered information in the CRM in a timely and comprehensive manner.
• Assist in the assessment of present and future needs, trends, problems and profit opportunities.
• Prepare quotes, technical bulletins and marketing literature.
• Assess market satisfaction.
• Actively maintain industry and market competitor knowledge.
• Assist in the coordination of pricing.
• Maintain an existing client portfolio.
• Deliver presentations/seminars to clients.
• Assist with Forecast and meet budgeted revenue goals on a quarterly and annual basis.
• Represent ALS at required trade shows and conferences.
• Participate in client appreciation, industry and promotional events.
• Meet required reporting due dates, deadlines and operate in an organized manner including being available to work outside of normal business hours, as needed.
• Other duties as assigned.

Benefits

• Structured wage increases
• Comprehensive benefit package (including: medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks)
• Additional vacation days for years of service
• Business support for education or training after 9 months with the company
• Learning & development opportunities (unlimited access to e-learnings and more)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED