Client Services Support - On-Site

Job Description

Job Description

Company Description

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

Additional Information

Compensation :

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