Customer Experience Rep

Essential Responsibilities

• Works directly with clients, technical teams, and sales to ensure the optimum customer experience.
• Provides proactive customer service to include contacting customers via phone, email, video chat and other means to communicate relevant information and updates about their testing.
• Maintains testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
• Ensures all client inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
• Monitors client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.
• Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely closure of each case.
• Carries out client requests per instructions and keeps appropriate records.
• Collaborates with sales on current and new business opportunities.
• Assists management and sales in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.

Minimum Qualifications

• Some college education required. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are preferred.
• One or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage are preferred.
• Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.
• Laboratory and scientific experience are a plus.
• Equivalent combination of education and experience acceptable.
• Ability to read and comprehend instructions, correspondence, and memos and convert them into action.
• Must have effective verbal and written communication skills, strong problem-solving and decision-making skills.
• Commitment to detailed, accurate, and timely results.
• Able to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Schedule flexibility will be required as workload may vary from week to week.
• Must be able to work constructively with others in a traditional office environment.
• Comfort with prolonged sitting and viewing of computer screens.
• Ability to work effectively under stress with interruptions and deadlines.
• Ability to think logically and plan strategies to achieve desired outcomes.

Schedule & Pay

Starting pay is $25/hr and hours are Monday-Friday from 8:00am-5:00pm.
Salary Range for Pay Transparency
$25 - $25 USD