Customer Service Representative - East Region - Labs (on-site)

Certified Group is a leading North American provider of laboratory testing, regulatory consulting, and certification & audit services. The Certified Group of companies includes Food Safety Net Services (FSNS), Certified Laboratories, EAS Consulting Group, and Labstat International Inc. The Certified Group provides analytical testing and regulatory guidance services in the food & beverage, dietary supplements & NHP, cosmetics, OTC, personal care, tobacco, cannabis, nicotine, and hemp industries.

We are currently looking for a Customer Service Representative to join our growing team!

JOB SUMMARY

Responsible for all client services work to include administration of client profiles, sample submissions, and related duties including for selected accounts, overall account management. Assists with sample log-in activities, data entry, mail out and submission of final reports and client information. Is the primary interface between the clients and the laboratory for daily phone interactions and routine daily client requests. This position will forward requests for technical support to the Director of Laboratory Technical Services, the Technical Supervisor as well as other subject matter experts for assistance to clients.

ESSENTIAL RESPONSIBILITIES

• Oversee Client Master File Maintenance as well as annual Client Profile updates and assist in data entry for all customer laboratory testing information
• Provide Proactive Customer Service to include overall account management that includes contacting customers via phone, email, video chat and other means.
• Forwarding of client technical issues to the appropriate individuals
• Assist in the scheduling of courier pick-ups when necessary
• Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved
• Provide quotes, where necessary set up zoom meetings and other related testing information to the customer.
• Awareness of processes, procedures or techniques in accordance with the Food Safety Net Services Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory
• Assist in the management of inventory, office supply purchasing and equipment maintenance as it applies to Customer Service
• Provide assistance to management in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping and packets), special arrangements or administrative projects and standard operating procedures.
• Carry out client requests per instructions and keep appropriate record for billing and management review
• Perform other duties as assigned

MINIMUM QUALIFICATIONS

• One or more years of experience in customer relations to include clerical assistance and MS Office software preferred
• BS degree in science, business or related field preferred
• Applied business experience with food related companies desired
• Laboratory and scientific experience preferred
• Knowledge of microbiology and chemistry terminology desired
• Or equivalent combination of education and experience

PHYSICAL DEMANDS

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other communications/computer components
• Color vision and depth perception
• Occasionally lift and/or move up to 25 pounds.

• Potential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens
• Noise level varies from quiet to loud
• Temperature varies from hot to cold
• Interactive and fast-paced team-oriented tasks

BENEFITS:

• Progressive 401k Retirement Savings Plan
• Employer Paid Short- Term and Long-Term Disability, and Life Insurance
• Group Medical
• Tuition Reimbursement
• Flexible Spending Accounts
• Dental
• Paid Holidays and Time Off

Certified Group values diversity in its workforce. The company is firmly committed to a policy of Equal Opportunity and will administer its policies in a manner that treats each employee and applicant for employment on the basis of merit. Certified Group will take affirmative action to seek out qualified applicants without regard to race, color, religion, sex, national origin, age, handicap, or veteran status.