Customer Experience Representative

Certified Group is a leading North American provider of laboratory testing and audit and certification services. The Certified Group of companies includes Food Safety Net Services (FSNS), Certified Laboratories, EAS Consulting Group, Labstat International Inc. The Certified Group provides analytical testing and regulatory guidance services in the food & beverage, dietary supplements & NHP, cosmetics, OTC, personal care, tobacco, cannabis, nicotine, and hemp industries.

We are currently looking for a Customer experience Representative to join our growing team!

In this key role you will be the primary interface between the clients and the laboratory for daily phone interactions and routine daily client requests. This role is responsible for all client services work necessary to support the field sales team and lab, sample submissions, and related duties. This position will route requests to the appropriate expert: Supervisor, Associate Director, Director of Laboratory Technical Services, Technical Supervisor, Lab Manager, as well as other subject matter experts to assist clients, managing follow-up to ensure responses are received by the customer in a timely manner.

ESSENTIAL RESPONSIBILITIES:

• Works directly with clients, technical teams, and sales to ensure the optimum customer experience.
• Provides proactive customer service to include contacting customers via phone, email, video chat and other means to communicate relevant information and updates about their testing.
• Monitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
• Ensures all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
• Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.
• Supports data entry into Salesforce.
• Utilizes Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts. Ensure all complaints are followed up and closed.
• Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely closure of each case.
• Carries out client requests per instructions and keeps appropriate records.
• Collaborates with sales on current and new business opportunities.
• Assists management and sales in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.
• Awareness of processes, procedures, and techniques in accordance with the Certified Group’s Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• One or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage, and Salesforce usage preferred.
• Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.
• Laboratory and scientific experience are a plus.
• Equivalent combination of education and experience acceptable.
• Ability to read and comprehend instructions, correspondence, and memos and convert them into action.
• Must have effective verbal and written communication skills, strong problem-solving and decision-making skills.
• Commitment to detailed, accurate, and timely results.
• Ability to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Basic knowledge of Excel and Salesforce (CRM) is essential.
• Some schedule flexibility will be required as work load my vary from week to week.
• Must be able to work constructively with others in a traditional office environment.
• Comfort with prolonged sitting and viewing of computer screens.
• Ability to work effectively under stress with interruptions and deadlines.
• Ability to think logically and plan strategies to achieve desired outcomes.

BENEFITS:

• Progressive 401k Retirement Savings Plan
• Employer Paid Short- Term and Long-Term Disability, and Life Insurance
• Group Medical
• Tuition Reimbursement
• Flexible Spending Accounts
• Dental
• Paid Holidays and Time Off

Certified Group values diversity in its workforce. The company is firmly committed to a policy of Equal Opportunity and will administer its policies in a manner that treats each employee and applicant for employment on the basis of merit. Certified Group will take affirmative action to seek out qualified applicants without regard to race, color, religion, sex, national origin, age, handicap, or veteran status.