Client Services Support - On - site

Client Services Support - On-Site

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

Candidate must be located in Colorado within a commutable distance of Centennial. This is NOT a remote position.

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.

Additional Information

Compensation: $20 - $23 hourly

Schedule: Training Schedule: Monday through Friday, 8:00am-4:30pm, for a minimum of 90 days. Regular Work Shift: Friday through Monday, 4x10-hour shifts from 1:30pm–12:00am.

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 USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.