Customer Service Specialist 1

ALS Global•Phoenix, AZ

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. The primary purpose of this role is to provide responsive customer support while assisting with order processing, client inquiries, complaints, quotes, contracts, and administrative activities. This role serves as a key liaison between customers, the Sales team, laboratories, and other internal departments to ensure orders and projects are processed accurately and efficiently.

Requirements

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.
High school diploma/GED required.

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.
Respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
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.
Other duties as assigned.