Customer Relationship Coordinator

About Microbac

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries. We serve our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. With over 50 years of trusted, analytical and measurement experience, we embody a company-wide commitment to exceptional customer experience. As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition, and life science markets.

About the Role

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world-class customer experience (CX) to Tier III customers through timely response and effective communication. Coordinators engage in a variety of client-centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports, and addressing other clerical duties as needed.

Responsibilities

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry, and other clerical functions as needed.
• Maintain a high level of professional contact with assigned Tier III clients.
• Perform administrative duties including data entry, formulating, compiling and reviewing reports, and developing informational materials.
• Work with the CRM/CRS to ensure proper execution of the welcoming and onboarding process in a consistent, professional, and timely manner for all assigned Tier III accounts.
• Accountable for accurate account set-up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set-ups critical to customer management).
• Review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations, and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
• Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Communicate and collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure documents are thoroughly and accurately completed.
• Support the sales team with various duties including answering questions and preparing quotes.
• Support Field Staff with scheduled pick-ups on the weekend. Driving to and from the lab will be required, and a Company Car will be provided for these travels.
• Assist Sample Receiving staff with the intake and logging of samples, specifically on the weekend.
• Verify chain of custody forms/schedule work.
• Assist with the logging and tracking of client test samples.
• Perform other related duties as needed.

Requirements

• Broad knowledge and proven experience in customer service.
• Excellent written and verbal communication skills.
• PC proficiency.
• Basic problem-solving abilities.
• General technical industry knowledge as evident by a basic understanding of concepts, terminology, and instrumentation used.
• General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred.

Qualifications

• Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred.
• Prior customer service experience required.
• Prior commercial laboratory experience preferred.
• Must be a self-starter, able to prioritize workload, and handle many competing tasks at once.

Working Conditions and Physical Requirements

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Requirements: While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.
• Working Conditions: While performing the duties of this job, the employee will be in a general office environment. The noise level in the work environment is usually moderate. This job may require travel less than 20%.

Benefits

• Competitive pay.
• Medical, dental, and vision insurance.
• Life insurance and disability.
• Generous paid time off including vacation, holidays, and flextime.
• Wellness program.
• Referral bonus.
• Tuition reimbursement.