Customer Service Specialist 1

ALS Services USA, Corp; Phoenix (AZ); On-site; USD 34,000 - 46,000; Full time

Job summary

ALS Services USA, Corp is seeking a customer service specialist to provide responsive support, process orders, quotes, contracts, and handle administrative tasks. You will liaise between customers, the Sales team, and laboratories to ensure orders and projects move smoothly.

The role requires strong communication, organization, and computer skills, with a focus on accurate data entry and timely problem resolution in a fast-paced environment. Previous lab experience is a plus.

Qualifications

• Proficient verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proficient Microsoft Office skills.
• Bachelor's degree in communications preferred; 0-3 years of lab experience preferred.

Responsibilities

• Process orders and log customer inquiries, quotes and contracts.
• Resolve issues such as missed shipments and backorders.
• Log customer feedback and complaints and initiate investigation.
• Coordinate with Sales and labs to ensure accurate orders.

Skills

Communication skills

Organizational skills

Independent work

Handling pressure

Education

High school diploma/GED

Bachelor's degree in communications (preferred)

Tools

Microsoft 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 role

The primary purpose of this role is to provide responsive customer support while assisting with order processing, client inquiries, complaints, quotes, contracts, and administrative activities. This role serves as a key liaison between customers, the Sales team, laboratories, and other internal departments to ensure orders and projects are processed accurately and efficiently.

Specific Responsibilities

• Perform data entry for purposes such as processing orders, accessing previous orders and special orders, providing customers with current prices and research any other inquiries as requested.
• Assist with customer problems such as missed shipments, backorders and continually strive for prompt resolution.
• Log customer feedback and/or complaints on the Service Improvement site and initiate investigation into complaints.
• Communicate with the lab when complaints relate to poor and/or incorrect results.
• Respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
• Assist with administrative tasks such as coordinating special orders, preparing and sending quotes, typing correspondence and preparing marketing materials.
• Assist with on-boarding of new clients.
• Conduct regular contract review for existing clients.
• Process all phone, fax, mail, e-mail, drop shipments and verbal orders from customers.
• Assist the ALS Sales team by maintaining documents required for proposals and bids.
• Follow up with clients regarding details of the approved projects.
• Liaise with other departments and laboratory locations.
• Other duties as assigned.

Required Knowledge, Skills & Abilities

• Proficient verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proficient computer skills, specifically Microsoft Office.
• Must be able to initiate corrective action without prompting and assist co-workers whenever necessary in order to meet deadlines.
• Must be able to effectively perform duties under pressures arising from large sample volumes and short turn-around times.
• Must be able to work independently with minimal supervision.

Required Qualifications

• High school diploma/GED required.
• Bachelor's degree in communications is preferred.
• 0 - 3 years of laboratory experience is preferred.

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.

Qualified candidates will be considered

Qualified candidates will be considered without regard to race, colour, religion, national origin, military or veteran status, gender, age, disabilities, sexual orientation, gender identity, pregnancy and pregnancy-related conditions, genetic information and any other characteristics protected by the law. We invite resumes from all interested parties, including women, members of minority groups, and persons living with disabilities. 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.

ALS is a global leader in testing, providing comprehensive testing solutions to clients in a wide range of industries around the world. Using advanced technologies and innovative methods, we help our clients leverage data-driven insights for a safer and healthier world. Our people are the heart of our business, driving testing solutions and innovations to solve complex challenges and create lasting value for our clients. But most importantly, our people care –for each other and for the work we do. With over 20,000 team members across 70 countries, you’ll be part of a global network.