Position Summary
The Client Care Specialist I is an entry-level client service role, responsible for managing day-to-day client communications and supporting laboratory operations. This position focuses on handling routine inquiries, assisting with sample intake, and ensuring accurate client records while building foundational knowledge of Eagle Analytical’s services. The Specialist I collaborates closely with laboratory and operations staff, providing timely and solutions-oriented service to enhance client relationships and satisfaction.
What You Will Do
- Manage inbound and outbound client communications via phone and email in a professional, timely manner.
- Monitor and respond to voicemails, emails, and support tickets; follow up to ensure resolution.
- Provide proactive customer communication and follow-up on testing, test results, and sample status.
- Handle routine client communications and sample intake questions; escalate complex issues to Specialist II or Team Lead.
- Provide customer service by communicating services, events, new products, and programs; assist with troubleshooting client requests and providing resolutions.
- Update and maintain client and project records in LIMS and CRM systems.
- Document all client interactions and ensure timely follow-up.
- Maintain client preferences and account information to ensure accuracy.
- Work with laboratory and operations personnel to resolve routine client inquiries.
- Assist with administrative tasks, account updates, and quote coordination as needed.
- Support customer requests, such as sample tracking and web portal assistance.
- Build and strengthen relationships with clients and their teams, including technicians, pharmacists, managers, and owners.
- Establish and foster key account relationships through consistent service.
- Educate clients on testing processes, regulations, and compliance as appropriate.
- Identify and follow up on new customer requests and opportunities.
- Learn and apply company service capability matrices.
- Follow company policies, CGMPs, ISO 17025, and all applicable SOPs.
- Ensure client confidentiality and data security in all interactions.
- Build foundational knowledge of Eagle Analytical’s products, services, and client needs.
- Develop and demonstrate an advanced understanding of services over time.
- Assist with special projects as assigned.
Who You Are
- Bachelor of Science degree (Chemistry, Microbiology, or related field preferred) or a minimum of two years of relevant business experience.
- 1–2 years of customer service, client support, or administrative experience, preferably in a scientific, regulated, or service environment.
- Experience in sales, marketing, or customer service, including familiarity with up-selling and cross-selling techniques.
- Excellent verbal and written communication skills with the ability to professionally resolve client inquiries.
- Prior experience using a Customer Relationship Management (CRM) system or Laboratory Information Management System (LIMS) preferred.
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Strong problem-solving, organizational, interpersonal, and analytical skills.
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Detail-oriented, self-starter, and able to work independently in a fast-paced, deadline-driven environment.
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Ability to manage multiple client interactions simultaneously with accuracy and professionalism.
- Willingness to learn and grow within a client-focused environment.
- Advanced computer skills, including Microsoft Word, Excel, Outlook, Internet, etc.
- CPhT certification is a plus.
Who We Are
Serving customers since 2004, Eagle offers the highest quality in preparation testing for sterility, bacterial endotoxins, microbial detection, beyond-use dating (BUD) determination and active ingredient potency. State-of-the-art equipment, combined with the experience and knowledge of our team, makes Eagle the best choice for all testing needs. The Eagle team is committed not only to performing the best quality control testing, but also working relentlessly with our customers on solutions if tests receive unexpected results. Learn more at www.eagleanalytical.com.
