Customer Experience Specialist

Millstone Medical; Bloomfield (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

A healthcare solutions provider seeks a Customer Experience Specialist in Bloomfield, Connecticut. This role involves ensuring customer satisfaction through close communication and the management of laboratory standards. The Specialist will support client integration, handle report generation, and maintain customer relations. Candidates should have 3-5 years of relevant experience and a bachelor's degree. Opportunities for growth and effective client management are key aspects of this position.

Qualifications

• Minimum of 3-5 years of experience in customer experience or a related field.
• Experience in a regulated industry is preferred.
• Familiarity with project management and laboratory management is advantageous.

Responsibilities

• Generate reports and support billing processes.
• Coordinate sample shipping for external testing.
• Maintain communication with customers regarding their forecasts.

Skills

Customer relationship management

Effective communication

Problem-solving

Education

Bachelor's degree

Job description

The Customer Experience Specialist is responsible for the retention and satisfaction of Millstone’s customer base. The Specialist ensures that laboratory output aligns with customer expectations and Millstone’s quality standard. The Specialist will lead the cross-functional effort to bring new clients online, ensuring customer and internal expectations are aligned. The Specialist will serve as the voice of the customer conducting regular check-ins with lab-ops to ensure high priority samples are moving through the operations and proactively alert customer to any challenges. The Specialist will maintain close customer relations, having regular dialogue on forecast and growth opportunities, liaising with the Millstone sales team where appropriate.

Responsibilities

• Back up report generation
• Back up billing and purchasing
• Shipping for external testing
• Tracking samples
• Answer the Office phone - Millstone Number

Qualifications

• Must have a minimum of 3-5 years experience
• Must have a bachelor degree
• Preferred 5-8 years experience in regulated industry
• Preferred educational and / or work experience with Project Management, Platform Management, Business Management and Administration, Life Sciences, Laboratory management, or equivalent