Senior Client Relations Executive, Eurofins Built Environment Testing, Portland, OR

Eurofins•Portland, OR

2d•$72,800 - $936,000

About The Position

Eurofins Built Environment Testing is seeking a Senior Client Relations Executive to join its Portland, Oregon team. The role manages and maintains client relationships, supports client satisfaction and business growth, and facilitates day-to-day communication between clients and laboratories. Senior Client Relations Executives serve as a primary laboratory contact for clients and work in a fast-paced, client-facing environment. The position oversees assigned accounts, responds to client inquiries and concerns, coordinates projects with laboratory and internal teams, and monitors project progress to support timely and accurate service delivery. It also contributes to client retention, account development, reporting, financial coordination, and mentoring junior staff. The role is full-time, exempt from overtime, and scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

Bachelor’s degree required.
3–5 years of client relationship or customer service experience in environmental testing and/or the built environment industry.
Experience working in a laboratory setting.
High level of experience working with Microsoft Excel.
Authorization to work indefinitely in the United States without restriction or sponsorship.
Professional working proficiency in English, including reading, writing, and speaking.
Excellent written and verbal communication skills.
Ability to remain level-tempered, communicate professionally and respectfully, and work effectively under pressure in fast-paced, stressful situations.

Nice To Haves

Biology or a related science degree preferred.
At least 1 year of bench experience with mold, asbestos, or bacteria preferred.

Responsibilities

Build and maintain long-term relationships with key clients, serve as their primary point of contact, anticipate needs, and document client goals and challenges.
Monitor client satisfaction and retention, resolve client issues promptly, track client submissions and declines, identify at-risk accounts, and follow up with clients who provide positive feedback.
Check and respond to the Relation wise portal daily and manage client communications by phone, email, and in person in a timely, solutions-oriented manner.
Ensure timely delivery of services and reports, manage client expectations, and coordinate project and turnaround-time requirements.
Identify opportunities to grow existing accounts through cross-selling and upselling, collaborate with sales and marketing to generate leads, and attend networking functions when applicable.
Develop strategic account plans and track and report account performance, revenue, retention, satisfaction, and relationship risks.
Coordinate client needs with other client relations staff, login staff, laboratory personnel, technical teams, and internal departments; ensure effective communication and deadlines are met.
Stay informed about industry trends, competitors, and market dynamics, and advise clients on relevant trends, products, or services.
Monitor client accounts for accurate, timely billing and payments and address financial concerns or disputes.
Mentor and guide junior team members, share best practices, and provide training to improve client relations processes.
Respond to client questions, advise walk-in clients about services and project preparation, confirm certification status, and contact clients to clarify requested analyses.
Track projects in PLM/TEM and IAQ departments, monitor in-house data projects, schedule sample submissions, container orders and courier pickups, and coordinate high-priority turnaround times.
Answer common technical questions and coordinate technical details and problem resolution with laboratory staff.
Ensure clients receive appropriate sampling supplies, respond to sample-status inquiries, assist with chain-of-custody (COC) problems, and communicate client specifications and quality-assurance requirements to the laboratory.
Notify supervisors of incoming projects and sample delivery schedules; familiarize staff with quotes; review sample log-ins and final reports for completeness; and perform quality control of samples and projects before laboratory submission.
Update client and project records in LIMS and maintain accurate documentation of client interactions and feedback.
Maintain regular attendance and punctuality; help maintain department and laboratory areas, including stocking supplies and housekeeping; work safely and efficiently; and perform other assigned duties.