Client Services Support

Eurofins • Full-time • Centennial, CO, US • $20 - $23 / hour • 1w ago

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

Job Description

Manage phones through intake calls or making calls to clients to address their needs
Engaging in active listening with clients confirming or clarifying information
Manage SSR workflow and response time to ensure testing department SSRs are clear and understandable to client, they are correct, and resolution/closures are timely
Assist with supply requests
Manage send out and report workflow to ensure testing department is sending results as results become available
Manage support emails to assist in responding to clients' needs and ensure a timely response to our clients
Managing Client Interaction documentation
Effectively communicate with Donor Service Team
Manage Client Operational Notifications such as Federal Express Delays, System Outages, etc.
Manage Corrected Report workflows to ensure testing departments are releasing reports in a timely manner
Manage requisition archive workflow
Establish and maintain strong, positive relationships with clients
Act as primary point of contact between the client and the organization
Understand the client's needs, preferences, and expectations
Address client inquiries, concerns, and issues promptly and effectively, escalate issues appropriately
Provide technical or product support as needed and as appropriate
Troubleshoot problems and work to find suitable solutions
Maintain detailed client records and account information
Monitor client usage and activity
Gather feedback from clients to understand their satisfaction and concerns
Analyze feedback to identify trends and areas for improvement
Provide recommendations to the organization based on client input
Prepare regular reports on client engagement, satisfaction, and key performance indicators (KPIs)
Maintain detailed records of client interactions and communications
Collaborate with sales, marketing, product development, and other teams to meet client needs
Communicate client feedback and requirements to internal teams
Make decisions and resolve issues independently when possible
Escalate complex or critical client issues to appropriate teams or management
Stay updated on industry trends and best practices in client service
Suggest and implement process improvements to enhance client satisfaction
Meet or exceed client service performance metrics, such as response time, client satisfaction scores, and revenue targets
Ensure all client interactions adhere to ethical and legal standards
Maintain client confidentiality and data security
Be prepared to handle and communicate effectively during crisis or client emergencies
Continuously develop and enhance client service skills through training and professional development opportunities
Work effectively as part of the client service team to achieve common goals and objectives
In order to meet Eurofins DPT's quality policy and objectives, all employees are expected to meet basic expectations of Eurofins DPT's quality management system including, but not limited to good workmanship, adherence to standard operational procedures, training, good documentation practices, and accurate recordkeeping.

Qualifications

High school diploma or GED required
Associate's or Bachelor's degree in a related field, such as biology or chemistry, preferred
2+ years of customer service support experience
Strong verbal and written communication skills
Effective time management, organizational skills, and the ability to multi-task and prioritize with minimal assistance
Ability to partner effectively with management and laboratory teams
Excellent communication, interpersonal, and negotiation skills
Intermediate Excel, Word, PowerPoint, Outlook, and other systems
Ability to work in a controlled environment and within Quality Systems under regulatory requirements
While not a strict requirement, we highly value candidates with prior laboratory experience. This could include internships, research assistant positions, or work in a similar scientific & health related setting.
This laboratory carefully maintains all hazardous materials. All employees must abide by Eurofins DPT's Safety and Exposure procedures. This includes using the provided safety clothing and equipment.
For a list of potential chemical hazards, see appropriate SDS standards sheet.

Compensation

Additional Information

$20 - $23 hourly

What We Offer

Excellent full time benefits including comprehensive medical coverage, dental, and vision options
Life and disability insurance
401(k) with company match
Paid vacation and holidays

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.