Customer Experience Representative

About the role

The Customer Experience Representative I is the primary interface between the clients and the laboratory for daily phone interactions and routine daily client requests. This role is responsible for all client services’ work necessary to support the field sales team and lab, sample submissions, and related duties. This position will route requests to the appropriate expert: Supervisor, Associate Director, Director of Laboratory Technical Services, Technical Supervisor, Lab Manager, as well as other subject matter experts to assist clients, managing follow-up to ensure responses are received by the customer in a timely manner.

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.
• Monitors 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.
• Ensure all customer inquiries, by all points of communication, are handled in a timely and efficient manner.
• Ensures that all client issues are resolved.
• Keeps a pulse on 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 (including special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.
• Awareness of processes, procedures, and techniques in accordance with the Certified Group’s Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

Requirements

Preferred one or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage. Some college education is required. Bachelor’s degree 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 is acceptable.

Some schedule flexibility will be required as work load may vary from week to week. Ability to work constructively with others in a traditional office environment. Comfort with prolonged sitting and viewing of computer screens. Work effectively under stress with interruptions and deadlines. Ability to think logically and plan strategies to achieve desired outcomes.

Physical demands: Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other communications/computer components; potential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens; noise level varies from quiet to loud; temperature varies from hot to cold; color vision and depth perception; interactive and fast-paced team-oriented tasks; regularly lift and/or move up to 25 pounds.

Skills

• Read and comprehend instructions, correspondence, and memos and convert them into action.
• Effective verbal and written communication skills
• Strong problem-solving and decision-making skills.
• Commitment to detailed, accurate, and timely results.
• Ability 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.
• Basic Excel