Customer Relationship Coordinator

About the role

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 embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience. As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance.

Responsibilities

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute a number of 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.
• Works 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).
• As part of the onboarding process, 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.
• May support sales team with various duties including answering questions and preparing quotes.
• Verify chain of custody forms/schedule work.
• Aid in the logging and tracking of client test samples.
• Perform other related duties as needed.

Qualifications

• 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.
• Basic understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred.
• 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.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Disability
• Generous paid time off including vacation, holidays and flextime
• A wellness program
• Referral bonus
• Tuition reimbursement

Pay

Competitive pay and benefits.

Schedule

Flexible schedule.

Skills

• Customer Service
• Communication
• Data Entry
• Report Formulation
• Problem Solving
• Technical Industry Knowledge
• EPA and/or FDA/USDA Regulatory Standards

Company Culture

We are committed to a culture of respect, accountability, appreciation, and loyalty. We foster a positive working environment with engaged and supportive leadership teams.

Equal Opportunity Employer

Microbac is an Equal Opportunity Employer and promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Microbac is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.