Coordinating requests from clients and operations groups is a key part of customer service. This requires following appropriate standard operating procedures, regulatory guidelines, contracts, and customer requirements. Customer service representatives must effectively manage these requests, including resolving customer issues, providing information, and addressing concerns related to billing. The goal is to build strong relationships with clients and foster a positive reputation for the Business Unit and organization.
Duties and Responsibilities:
- Supports BUMA and serves as the primary contact for indoor sales for Eurofins Mechem SG clients.
- Promotes new offerings to clients and obtains feedback regarding these offerings.
- Defines and clarifies client requirements and communicates information to the operational groups.
- Maintains technical understanding of Eurofins Mechem SG testing capabilities.
- Identifies problems involving client requirements and works with appropriate staff to resolve them.
- Answers questions concerning pricing, capabilities, and sample status.
- Plans, prioritizes, and manages workload and multiple tasks and responsibilities.
- Trained on the functionalities of CRM and eLIMS platforms for maintaining and ensuring timely updates on project files, and ComLims for quote preparation.
- Performs review of assigned accounts, client procedures, and products as necessary.
- Ensures accuracy of COA (Certificate of Analysis) and reviews, trends, or tables results for key clients.
- Supports, suggests, leads, and assists process improvement initiatives.
- Participates in sales visits and cold calls to potential clients.
