Client Service Representative

Job description

Position Summary The Client Service Representative manages communication between the laboratory and clients to ensure expectations are met, assists clients in submitting needed information, managing sample receipt and registration, and other activities as needed to maintain good client relations. Authority The Client Service Representative receives sufficient authority from, and is accountable to, the Client Services Supervisor, or appointed designate, for the successful completion of assigned duties and responsibilities and has the authority to take action necessary to carry out the duties and responsibilities of this position and to identify the occurrence of departures from the quality system or from the procedures for performing tests and/or calibrations, so long as such action does not deviate from established company guidelines, is consistent with sound technical and business judgment, and follows the practices of the laboratory. Essential Duties and Responsibilities 1. Responsible for all routine communications between the customer and the laboratory. 2. General clerical duties such as answering phones, processing mail, greeting clients, etc. 3. Routing couriers for sample pickups. 4. Receiving samples from clients via parcel services, couriers and in-person drop off. 5. Confirming and documenting sample conditions on receipt. 6. Provision of sampling supplies as needed to the customer. 7. Responsible for intercompany communication and sample coordination. 8. Clarification of client’s requests for services. 9. Entering new client information into appropriate systems. 10. Registration of incoming samples. 11. Validating sample registration information. 12. Routing of samples and paperwork to appropriate storage locations and analysts within the laboratory and notification to the analysts if those samples requiring special handling. 13. Creation and Maintenance of Reference Quotations. 14. Schedules, coordinates and participates in client conference calls as needed; attends meetings with technical groups as needed 15. Assist in management of invoices for client billing. 16. Responsible for managing outsources samples with partner Eurofins laboratories to ensure timely COA release for clients. 17. Coordinate all out going shipping for ESFA. (samples, returning coolers, Etc.) 18. Creating return shipping labels for clients shipping samples back regularly 19. Scanning/attaching documents to samples or projects in LIMS systems. 20. Responsible for reaching out to customers to collect payment for overdue bills 21. Responsible for submitting results to WDNR for EDD testing. 22. Conducts all activities in a safe and efficient manner 23. Maintain regular attendance and punctuality 24. Performs other duties as assigned At least 1 year in client services Microsoft Office (Outlook, Excel, etc). Knowledge of ISO 17025, DEA, EPA, FDA and related guidance. Associates degree in Chemistry or related field preferred