Customer Relationship Coordinator

Microbac Laboratories, Inc.; Warrendale (Allegheny County); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Vacation & holidays

Flex-time

Job summary

Microbac Laboratories, Inc. is seeking a Customer Relationship Coordinator to support our Customer Relationship team and operations by delivering world-class CX to Tier III clients.

You will greet clients, route questions, partner with management to resolve issues, and assist with reports and clerical duties. Responsibilities include onboarding clients, maintaining CRM records, reviewing COAs and invoices, and coordinating with technical staff to meet client needs.

Qualifications

• Bachelor's Degree in a field related to the sciences or 1 year of relevant experience preferred.
• Prior customer service experience required.
• Prior commercial laboratory experience preferred.
• Must be a self-starter; able to prioritize workload and handle multiple tasks.

Responsibilities

• Ensure clients have a positive customer experience through proactive, professional service.
• Handle administrative duties (calls, emails, data entry, document handling).
• Maintain professional contact with Tier III clients.
• Prepare and review reports and informational materials.
• Onboard accounts in CRM and set up programs in the LIMS/CRMs.
• Review first COA and invoice with the customer to verify tests and reporting formats.
• Answer inquiries, provide results, and follow up with solutions.
• Document all customer interactions in the CRM and manage communications.

Skills

Customer service

Written communication

Verbal communication

PC proficiency

Problem solving

Regulatory knowledge (EPA/FDA/USDA)

Education

Bachelor's degree in sciences or related field

Tools

CRM software

LIMS (Laboratory Information Management System)

Job description

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!

We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

ABOUT MICROBAC

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience.

As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

JOB SUMMARY

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed.

Major/Essential Functions

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed
• Maintain a high level of professional contact with assigned Tier III clients
• Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials
• Works with the CRM/CRS to ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned Tier III accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management.
• As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
• Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Communicate and collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure documents are thoroughly and accurately completed
• May support sales team with various duties including answering questions and preparing quotes
• May support Field Staff with scheduled pick-ups on the weekend. Driving to and from the lab will be requi ed and a Company Car will be provided for these travels.
• May assist Sample Receiving staff with the intake and logging of samples, specifically on the weekend.
• Verify chain of custody forms/schedule work
• Assist with the logging and tracking of client test samples
• Perform other related duties as needed

Preferred Qualifications

Job Requirements:

• Broad knowledge and proven experience in customer service
• Excellent written and verbal communication skills
• PC proficiency
• Basic problem-solving abilities
• General technical industry knowledge as evident by a basic understanding of concepts, terminology and instrumentation used
• General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred. Education and Experience:
• Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred
• Prior customer service experience required
• Prior commercial laboratory experience preferred
• Must be a self-starter. Be able to prioritize workload and handle many competing tasks at once.

Working Conditions And Physical Requirements

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

Working Conditions

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel less than 20%

Other

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment c