Laboratory Customer Service Representative

Laboratory Customer Service RepresentativeGlobal food manufacturer is looking for a motivated and experienced Customer Service Representative to join their external Customer Service department. Must bring a BS Degree and at least 1 year of customer service experience. Prior lab experience is highly preferred!ResponsibilitiesExecuting customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the External Sales, Sample Handling, and Quality Teams, along with Lab Analysts, and ScientistsSupporting key large customers; ensuring their needs are being metSupporting the execution of digital, marketing, and continuous improvement projects as neededAnswering customer inquiries via phone or email within a 24-business hour periodProviding service capabilities, results status, and results interpretationHandling customer complaints or escalations and facilitating resolutionManaging portal and order-related questions, concerns, and troubleshooting with customersDemonstrating empathy and support during customer turndowns (sample matrix issues, updates to customer's expectations)Generating quotes for testingCreating Mock Nutrition Facts Panels via Genesis softwareSubmitting requests for reruns and additional testing through LIMSSetting up conference calls with customers, when neededBuilding new customers in LIMS and updating existing customer records when neededMonitoring the Customer Service Dashboard in LIMS (e.g., Analyst Notes)Entering action items in LIMS for changes to testing and rerun requestsEnsuring customers receive results promptlySending Preliminary Reports to customers, if neededContacting Approvers to push through Final Reports, if neededPulling historical data upon requestLogging all customer communication in SalesforceAssisting with customer information and Echo review as time allowsCommunicating weekly updates on submission trends and phone/email metricsAccount ManagementResponsible for managing all client communications to ensure customer satisfaction and support with any service-related issues resulting in escalationOwning large and specialty projects for the accountMaintaining a deep understanding of all of Medallion's services and capabilities and applying them to customer conversations and needsMaintaining strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accountsRequirements1 year's experience in retail, customer service, and/or account management in any fieldLab/science experience a plus!Bachelor's degree (science-related field preferred but non-science fields accepted)Experience working in a customer-facing role with excellent knowledge of the latest lab industry trends and techniquesExcellent written and verbal communication skillsDemonstrated strong relationship and client rapport skillsProficiency in Microsoft OfficeLIMS exposure preferredPrevious analytical lab experience a plus