Customer Services Coordinator

ALS; Clonmel; On-site; EUR 30,000 - 42,000; Full time

Job summary

ALS is seeking a Customer Services Coordinator to act as a liaison between customers and the laboratory, handling requests, queries, correspondence, and ensuring high customer satisfaction. The role emphasizes developing proactive customer relationships and monitoring sample progress within a laboratory setting.

Applicants should have a science background or lab exposure, strong communication skills, and proficiency in MS Office.

Qualifications

• Science qualification preferred or lab experience.
• Customer service experience in a commercial setting.
• Excellent planning, organisational and time management skills.
• Strong written and verbal communication.
• Professional and flexible approach focused on the customer.
• Experience with MS Office.

Responsibilities

• Respond to customer enquiries and resolve issues promptly.
• Manage customer accounts and maintain proactive relationships.
• Escalate complex queries to appropriate teams.
• Monitor sample progress to meet customer requirements.
• Contribute to development of customer service strategies and best practices.
• Backfill colleagues as needed to meet business directives.
• Maintain quality and regulatory compliance.

Skills

Customer service

Planning skills

Time management

MS Office

Education

Science degree

Tools

MS Office

Job description

At ALS, we encourage you to dream big.

When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.

The Customer Services Coordinator acts as a liaison between the customer base and the laboratory, processes requests, tackles general queries, prepares correspondence, and fulfils customer needs to ensure customer satisfaction.

The day to day:

• Responds to customer enquiries and provides a speedy and thorough resolution to customer issues and problems
• Day to day management of customers’ accounts ensuring that a proactive & interactive relationship is developed
• Redirects more complex queries to the relevant team members
• Proactive monitoring of sample progress through the laboratory to ensure that the customers’ requirements are met and any issues are identified
• Responds to all enquiries and delivers appropriate information or refers to appropriate function or people
• Participates in successful implementation or improvement initiatives
• Develops key relationships and dependencies with other business functions
• Co-ordinates the handling of difficult and/or unusual situations
• Ad hoc duties as required to ensure that the business directives are met
• Contributes to development of customer support strategies and plans
• Contributes to the establishment of best practices for customer support
• Flexible approach to work supporting and backfilling other team members when appropriate
• Demonstrate positive behaviours in line with company values, engaging with colleagues and promoting an ethos of integration & high performance
• Quality focus maintaining quality systems and compliance to regulations

About You

• Qualification in Science would represent a distinct advantage or experience in working in a laboratory
• Customer service experience within a commercial organisation, ideally within a similar environment
• Excellent planning, organisational and time management skills
• Effective communication skills both written & verbally
• Professional and flexible approach to work with a firm focus on the customer
• Experience with working with various IT systems including MS Office
• Ability to meet deadlines and work under pressure

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence.

At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us.

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.

ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.

Eligibility

To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.