Responsible for facilitating and expediting the processing of client samples and the exchange of information between clients and the technical/administrative staff
May be required to perform mathematical calculations to verify or convert test result information
Assists the client by providing the best possible service and increase company sales through existing and new promotions.
Responsible for client accounts requiring special monitoring to include notifying office staff of special reporting formats and procedures
Ensures that the clients receive clear communication, good service, and fast turn-around times consistent with superior analytical testing
Greets and assists customers delivering samples or inquiring about analytical services/information
Communicates orally and in writing with clients and coworkers
Report confidential test data to clients by phone, fax, and e-mail; convey, translate, and explain technical information between clients and technical staff
Discuss sample and/or testing problems
Review information on client request letters for adequacy and compare against actual technical work performed
Compose written responses to clients for brochures and/or pricing information
Sufficiently understands testing procedures to price appropriate methods and anticipate preparation and handling fees
Monitors turn-around-times to support accurate quotations to clients and to keep Manager informed of deviations from expected normal, to include situations where client expectations were not met
Maintains up-to-date client files and call logs so past activities can easily be reviewed by self and others; research/access sample and client information using computer system and custom software; monitor request for action or information to ensure a timely response to clients
Effectively utilizes PC and is thoroughly familiar with the use of company provided software packages such as Microsoft Office
Coordinates and track all sample data for clients requiring special account monitoring or reporting procedures
Maintain appropriate follow-up with accounts to ensure customer satisfaction and to monitor sales levels
Assists in maintaining, ordering, and shipping supplies to clients, and the forwarding/returning of client samples
Clerical support to include, but not limited to, quote preparation and generating reports when needed
Manages time in a manner that ensures a degree of productivity
Maintains an orderly, clean, and safe work area and assist others in maintaining a clean, safe work environment
Ensures that proprietary methodologies are not disclosed to non-employees except as approved by Management
Maintains a perpetual state of readiness and willingness to respond to the queries and needs of clients, staff, and coworkers
Remains current on industry and business advancements and trends as suggested by Manager
Maintains cooperative working relationships with all company employees. Communicate orally and in writing to coworkers. This includes "intra" and "inter" departmental employees
Promotes the company image through the exercising of sound and ethical business practices as related to the public and our customers
Performs basic skills such as responding to email and answering phone calls and exercise ability to recognize problems and ability to solve less complex issues
Responds to client requests in a timely manner
Able to resolve Holds Forms without assistance
Exercises understanding of major ENAC service offerings and some understanding of other lab offerings
Able to answer basic questions and know where to find information, through technical managers and/or specialists within department and proprietary test catalogue software
Possesses basic knowledge of relevant industry field as assigned (ex: feed/grain, pet food, human food products, etc.)
Able to use and have working knowledge of required systems
Consistently demonstrates compliance with logging of activities in Eurofins systems (phone log and complaint tracking)
Awareness of client service role within the organization. Acts as representative of the client
Displays positive attitude and willingness to learn new skills
Builds relationships with team, department, and lab, and is familiar with clients in platform of expertise
Some travel may be required to assist in trade shows or occasional client visits
Other duties as assigned
The Ideal Candidate would possess:
Customer service experience preferred
Experience in a laboratory environment preferred
Some college training in science, or science background, or equivalent preferred
Supervisory experience preferred
Basic understanding of cGMP, GLP, and ISO 17025 guidelines preferred
Minimum Qualifications:
Bachelors in Science or related field or 1-2 years of experience in customer service or food/feed industry
Authorization to work in the United States indefinitely without restriction or sponsorship
What we offer:
Excellent full time benefits including comprehensive medical coverage, dental, and vision options
Life and disability insurance
401(k) with company match
Paid vacation and holidays
Position is full-time, Monday-Friday, 8 a.m.-5 p.m., with overtime as needed. Candidates currently living within a commutable distance of Des Moines, IA are encouraged to apply.
Eurofins is an international life science company, which provides its customers from the industry and trade with comprehensive analysis and consultation services in the areas of food, environment, pharmaceuticals, product testing and agroscience. Eurofins Food North America offers a range of services for the safety determination, regulatory compliance, composition, authenticity and purity of raw material, ingredients and finished products. Our employees are the key to unlocking scientific expertise that shapes the global supply chain every day, come be a part of something bigger with Eurofins!
We are looking forward to receiving your application including your expected salary and possible start date via our career website.
To learn more about Eurofins Lancaster Laboratories, please explore our website www.eurofinsus.com .
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
