Client Services with responsibility for Front Desk coverage as main focus.

POSITION DESCRIPTION: The Client Service Associate main responsibility is to answer the phone and transfer calls, order office supplies and toner, as well as greet visitors. Client Service Associates also will be checking data in the Certified Laboratories’ Laboratory Information Management System (LIMS) in a timely and accurate manner and on-boarding new clients. The Client Service Associate will interact with internal and external clients via email and phone contact.

CRITICAL SUCCESS FACTORS:

• Answer telephones and transfer calls
• Order office supplies and toner
• Accurately check data entered from sample login – spelling, Lot#, PO# and overall data client submits on sample transmittal form is transcribed into the LIMS System.
• Accurate on-boarding of clients to ensure proper delivery of Certificates of Analysis and Invoices.
• Update client contracts (i.e. off-pricing)
• Ownership of new client through entire process – follow-up
• Entering samples for project-based samples.

POSITION OBJECTIVES:

• Answer and transfer phone calls
• Keeping office supplies and toner in stock
• Greet visitors
• Review the Sample data for discrepancy errors and make the necessary corrections to the entered sample.
• Interact with clients and/or laboratories with any sample inquiries.
• Provide client support when making requested changes to Certificates of Analysis. Maintain a record of the client requested changes.
• Maintain customer records by updating account information and ensure all information is accurate including assigned test analysis quotes.
• Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer.
• Prioritize daily assignments, workload, plan, and organize to keep a smooth and accurate workflow.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other departments.
• Provide other general office support as needed and requested.

POSITION REQUIREMENTS:

• High School diploma or G.E.D certificate, Associates Degree preferred
• Minimum three years’ experience in relevant field including in both numeric and alpha data entry.
• Minimum three years’ experience in Customer Service.
• Must be able to lift samples that weigh 10-40 pounds.
• Critical thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active listening – giving full attention to what other people are saying, taking time to understand the points and asking questions.
• Excellent computer skills
• Experience working in a productive environment, handling large volumes of work accurately and within established timelines.

• Excellent organizational skills - ability to use your time, energy, resources, etc. in an effective manner.
• Time management – one’s own time and the time of others.
• Training – teaching and guiding others how to complete a process from beginning to end.
• Strong relevant qualitative and quantitative skills.
• Good communication skills – speaking, reading, writing and listening.

• Must be able to adapt to a fast-paced environment.