Full-Time Customer Service Representative

• Responsible for facilitating the exchange of information between clients and the technical/administrative staff of the lab via email and phone.
• Responds to client requests in the timeframe set by the Service Level Agreement.
• Ensures clients receive clear communication, good service, and fast turn-around times
• Clearly translates and explains technical information, sample and/or testing problems to clients.
• Monitors turn-around-times to support accurate quotations to clients and keeps Client Services Manager informed of deviations.
• Coordinates and track sample data for clients requiring special account monitoring or reporting procedures. Maintain appropriate follow-up with accounts to ensure customer satisfaction.
• Understands when and how to file customer complaints
• Able to answer basic questions and know where to find information, through technical managers and/or specialists within department, or other available electronic resources.
• Exercises understanding of major ENAC service offerings and some understanding of other lab offerings.
• Assists in maintaining, ordering, and shipping supplies to clients.
• Clerical support to include, but not limited to, quote preparation.
• Manages time in a manner that ensures productivity.
• Able to use and have working knowledge of required systems.
• Maintains an orderly, clean, and safe work area.
• Ensures that proprietary methodologies are not disclosed to non-employees except as approved by Management.
• Maintains cooperative working relationships with company employees. This includes “intra” and “inter” Business Unit employees.
• Promotes the company image through the exercising of sound and ethical business practices as related to the public and our customers.
• Possesses basic knowledge of relevant industry field as assigned (ex: feed/grain, pet food, human food products, etc.).
• Awareness of client service role within the organization. Acts as representative of the client.
• Displays positive attitude and willingness to learn new skills.
• Some travel may be required to assist in trade shows or occasional client visits.
• Other duties as assigned.

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