Client Experience Specialist – Scientific Lab Services

Certified Group; Burbank, Northern (CA, KY); Hybrid; USD 33,000 - 34,000; Full time

Job summary

Certified Group is seeking a Customer Service Representative to act as the main liaison between clients and our network of laboratories. The role involves handling daily inquiries, routing requests to the correct experts, and ensuring timely updates on testing progress.

Ideal candidates have 1+ year in customer relations, some college, and comfort with MS Office. The position emphasizes accuracy, multitasking, and proactive communication in a fast-paced office environment.

Qualifications

• Preferred one or more years of experience in customer relations, clerical assistance, or related tasks.
• Some college education is required; bachelor’s degree preferred.
• Experience with food, cosmetics, nutraceuticals, or CPG—desirable.
• Laboratory/scientific background is a plus.
• Equivalent combination of education and experience is acceptable.

Responsibilities

• Serve as the primary interface between clients and the laboratory via phone and other channels.
• Route requests to the appropriate expert and track follow-up for timely responses.
• Communicate updates to clients about testing progress and due dates.
• Handle inquiries promptly and ensure customer issues are resolved.
• Collaborate with sales on current and new business opportunities.
• Assist management with client communications, literature, or presentations as needed.
• Adhere to the company manuals and safety procedures in administrative tasks.
• Perform other duties as needed.

Skills

Instruction comprehension

Verbal and written communication

Attention to detail

Multi-tasking

Presentation skills

Basic Excel

Education

Some college

Bachelor’s degree preferred

Food/cosmetics/CPG experience

Lab/scientific experience a plus

Equivalent education/experience accepted

Job description

Certified Group is seeking a Customer Service Representative to act as the main liaison between clients and our network of laboratories. The role involves handling daily inquiries, routing requests to the correct experts, and ensuring timely updates on testing progress.

Ideal candidates have 1+ year in customer relations, some college, and comfort with MS Office. The position emphasizes accuracy, multitasking, and proactive communication in a fast-paced office environment.