Customer Service Representative

Job DescriptionResponsible 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 timesClearly 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 complaintsAble 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.