Customer and Sales Support Representative

Customer and Sales Support Representative

Learn the Customer Service and Sales Support processes.

• Support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process.
• Manage Sales Representatives’ calendars and help them schedule meetings (both in-person and remote).
• Work on identifying target areas for both Sales and result reviews and track success.
• Manage Scientific Result Review calendars for both Sales and Scientists.
• Proactively cold call according to plan.
• Learn to pull results for both Sales and Scientists reviews.
• Help Marketing.
• Have expertise in Salesforce (both Classic and Lightning preferred).
• Enter new customers into LIMS system. Create LIMS profile and maintain that profile to include changes in contact information, completion of training certifications, and other relevant information.
• Use LIMS system to look up test results, enter customer orders, and train others to do the same.
• Initiate incident reports when data entry or processing errors are discovered and provide the original report to the department involved and a copy to the Laboratory Director.
• Learn to fill out RFPs.
• Get information for Laboratory medical billing credentialing and give to the FFL Credentialing person.
• Promote new or additional services to new and established customers.
• Avoid HIPAA confidentiality and ACCURACY.
• Maintain standardized customer call metrics using Salesforce.

Impact on the Company

You lead by example.
You improve our relationships, effectiveness, and retention of our customers.
You build a positive brand for FFL as we expand our markets.
You create a culture of success, high performance, and happiness.

Required Experience and Skills

• Earned a bachelor’s degree and have ten (10) years or more of Customer and Sales Support experience.
• Five (5) years or more of Salesforce experience.
• Previous administrative experience in a Sales and/or laboratory environment is preferred.
• The ability to work independently, manage time effectively, exercise good judgment and initiative.
• Excellent interpersonal and organizational skills, and the ability to proactively solve problems, plan and coordinate projects, multitask and prioritize, and accurately proofread materials and communications.
• Knowledge of Microsoft Office software is desired.

Benefits

Forensic Fluids Laboratories is committed to supporting our team members with a complete benefit package including 401(k) and more.