Customer Service Specialist

Harken Research; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Harken Research in Pasadena, CA, is seeking a highly organized, customer-focused professional to serve as the primary contact for clients while coordinating outsourced testing and supporting business development efforts. This role blends customer service, project coordination, and inside sales.

The ideal candidate enjoys building relationships, following up with clients, identifying opportunities to grow existing accounts, and ensuring an exceptional customer experience from inquiry through

Qualifications

• Excellent written and verbal communication skills.
• Proficiency with Microsoft Excel, Word, and email.
• Customer service experience, preferably in a technical or regulated environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining accuracy.

Responsibilities

• Respond promptly and professionally to client inquiries via phone and email.
• Provide quotes for analytical testing services.
• Assist new clients with onboarding and sample submission.
• Provide updates regarding turnaround times, testing status, and reports.
• Coordinate with laboratory and administrative staff to ensure timely and accurate reporting.
• Resolve client concerns and escalated issues when appropriate.
• Maintain accurate documentation of customer communications.
• Coordinate testing with partner laboratories.
• Obtain pricing, turnaround times, and technical testing information from outside laboratories.
• Prepare and ship samples to outside laboratories.
• Track outsourced projects from shipment through completion.
• Ensure outsourced reports are received, reviewed, and delivered promptly.
• Maintain organized records of outsourced testing activities.
• Promptly follow up with inbound sales inquiries to answer questions, prepare quotes, and help convert leads into new clients.
• Review outstanding quotations and proactively follow up with prospective clients.
• Build relationships with new and existing clients through regular phone and email communication.
• Review existing customer accounts to identify opportunities for additional testing services.
• Reach out to existing clients to introduce new testing capabilities and encourage repeat business.
• Assist with inside sales initiatives, customer retention efforts, and re-engagement of inactive accounts.
• Maintain accurate records of sales activities and customer interactions in the CRM.
• Work closely with the Business Development team to ensure timely follow-up on leads and opportunities.

Skills

Customer service

Communication

Organization

Microsoft Excel

Microsoft Word

Email

Multitasking

Education

Associate’s or Bachelor’s degree in Chemistry, Biology, Chemical Engineering, or another relevant scientific field

Tools

Microsoft Excel

Job description

Harken Research is an ISO17025 accredited testing laboratory located in Pasadena with two core business units: consumer product testing and pharmaceutical contract research. Within the consumer product testing unit dietary supplements, food, and cosmetics are the focus – with additional testing services catering to other industries. Our strengths are our ability to offer customized testing and problem solving to address client needs; excellent customer service; and quick turnaround times.

Summary

We are seeking a highly organized, customer-focused professional to serve as a primary point of contact for clients while coordinating outsourced testing and supporting business development efforts. This role combines customer service, project coordination, and inside sales. The ideal candidate enjoys building relationships, following up with clients, identifying opportunities to grow existing accounts, and ensuring an exceptional customer experience from initial inquiry through final report.

Duties

Customer Service

• Respond promptly and professionally to client inquiries via phone and email.
• Provide quotes for analytical testing services.
• Assist new clients with onboarding and sample submission.
• Provide updates regarding turnaround times, testing status, and reports.
• Coordinate with laboratory and administrative staff to ensure timely and accurate reporting.
• Resolve client concerns and escalated issues when appropriate.
• Maintain accurate documentation of customer communications.

Outsourcing Coordination

• Coordinate testing with partner laboratories.
• Obtain pricing, turnaround times, and technical testing information from outside laboratories.
• Prepare and ship samples to outside laboratories.
• Track outsourced projects from shipment through completion.
• Ensure outsourced reports are received, reviewed, and delivered promptly.
• Maintain organized records of outsourced testing activities.

Business Development & Client Growth

• Promptly follow up with inbound sales inquiries to answer questions, prepare quotes, and help convert leads into new clients.
• Review outstanding quotations and proactively follow up with prospective clients.
• Build relationships with new and existing clients through regular phone and email communication.
• Review existing customer accounts to identify opportunities for additional testing services.
• Reach out to existing clients to introduce new testing capabilities and encourage repeat business.
• Assist with inside sales initiatives, customer retention efforts, and re-engagement of inactive accounts.
• Maintain accurate records of sales activities and customer interactions in the CRM.
• Work closely with the Business Development team to ensure timely follow-up on leads and opportunities.

Essential Functions

• Working in a stationary position for extended periods of time
• Working on a computer for extended periods of time
• Working in a laboratory for extended periods of time
• Maneuvering objects weighing up to 25 pounds in the course of routine laboratory work
• Communication with employees including laboratory, administrative, and sales personnel; ownership; vendors; contractors; and client

Qualifications

• Associate’s or Bachelor’s degree in Chemistry, Biology, Chemical Engineering, or another relevant scientific field.
• Experience working in a testing laboratory is strongly preferred.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Excel, Word, and email.
• Customer service experience, preferably in a technical or regulated environment.
• Ability to manage multiple priorities while maintaining accuracy.

Preferred Qualifications

• Familiarity with ISO/IEC 17025, GLP, or GMP environments.
• Experience with laboratory sample accessioning or sample preparation.
• Basic experience with wet chemistry or HPLC is a plus.
• Experience coordinating work with outside laboratories or vendors is preferred.