Customer Service Specialist

Overview

Imagine your future with us! At ALS, we encourage you to dream big. When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive. Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world.

The Customer Service Specialist will be responsible for receiving and processing calls from customers and serve as the end to end point of contact for customers.

• Perform data entry for purposes such as processing orders, accessing previous orders and special orders, providing customers with current prices and researching 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.
• Investigate and resolve customer complaints in a timely manner. Communicate with the lab when complaints relate to poor and/or incorrect results. Initiate Corrective Action as required.
  
  Note:
  
  It is the responsibility of the lab to perform Corrective Action Investigation and related activities.
• Respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
• Respond to unusual inquiries or complaints from customers, regulatory agencies or members of the business community. This could involve investigation into result trending, ideal testing package, etc.
• Present information and responds to questions from groups of managers, clients, and customers.
• Assist with administrative tasks such as coordinating special orders, preparing and sending quotes, typing correspondence and preparing marketing materials.
• Assist with onboarding 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.
• Assist the sales team with business strategy on completion of large projects.
• Clearly communicate with Sales Representatives and Laboratory Directors about all aspects of a project.
• Document all activities, quotes and gathered information in the CRM in a timely and comprehensive manner.
• Assist in the assessment of present and future needs, trends, problems and profit opportunities.
• Prepare quotes, technical bulletins and marketing literature.
• Assess market satisfaction.
• Actively maintain industry and market competitor knowledge.
• Assist in the coordination of pricing.
• Maintain an existing client portfolio.
• Deliver presentations/seminars to clients.
• Assist with forecast and meet budgeted revenue goals on a quarterly and annual basis.
• Represent ALS at required trade shows and conferences.
• Participate in client appreciation, industry and promotional events.
• Meet required reporting due dates, deadlines and operate in an organized manner including being available to work outside of normal business hours, as needed.
• Other duties as assigned.
• High school diploma/GED required.
• Bachelor's degree in communications is preferred.
• 0 - 3 years of laboratory experience is preferred.
• 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.
• Ability to multi-task.
• Ability to use (or learn to use) Laboratory Information Management System.

• Routinely lift and/or move up to 50 pounds and occasionally lift…