Customer Relationship Specialist

JOB SUMMARY The Customer Relationship Specialist is responsible for ensuring customer satisfaction through effectively overseeing and coordinating a series of functions related to the full lifecycle of the Tier I and II customer's experience. The role partners with Sales on activities related to communicating laboratory capabilities to current and potential clients and serves as the primary interface for Tier 1 and Tier 2 customers, including account set‑up, onboarding, and issue resolution. ESSENTIAL FUNCTIONS Maintain a high level of customer contact and a thorough understanding of client needs. Manage logistics of client projects, ensuring timely and cost‑effective delivery. Plan, organize, and execute the welcoming and onboarding process for assigned accounts, ensuring accurate account setup in the laboratory information management system. Review first sample Certificate of Analysis (COA) and invoice with the customer to verify appropriate tests and reporting format. Handle customer phone and email inquiries, provide results and additional information, and follow up with solutions. Notify customers of late or out‑of‑specification results and document all interactions in the customer relationship management system. Ensure work quality meets or exceeds pre‑determined standards and that the Company QA Program is followed. Support quality initiatives and participate in continuous improvement efforts. Maintain and grow overall client satisfaction by collaborating with clients to provide services that meet their needs. Effectively communicate customer requirements and coordinate projects with internal departments. Assist in complaint handling and investigation in accordance with company quality policy and SOPs. May delegate work assignments within the Customer Relationship Department and manage staff in some locations. Monitor project progress and prevent potential setbacks that could adversely affect the customer. Communicate technical data to senior leadership and clients. Maintain client files and manage the financial and business aspects of assigned accounts in collaboration with sales. Assist in resolving billing issues and review analytical reports for completeness before release. Draft reports and documentation as necessary. Field incoming leads and ensure proper transfer to the correct TSM/AM/Sales. Assume accountability for prompt completion of tasks and projects. Identify opportunities for new products or services through client need evaluation. Identify cross‑selling or customer intelligence that may create new opportunities. Provide support to sales teams and other CR team members, including customer visits or backup support. Participate in annual training certification to maintain knowledge of required tools such as the Laboratory Information Management System, CRM, and SOPs. Perform other related duties as needed. MINIMUM QUALIFICATIONS Bachelor's degree or equivalent work experience in Chemistry, Biology, or a related field. A general knowledge of testing methods from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical, Life Sciences, or relevant laboratory experience is preferred. Minimum of 1 year of related industry experience. Prior customer service experience. In‑depth technical understanding of the industry or subject area. Excellent customer service skills, strong verbal and written communication. Exceptional ability to convey technical knowledge, troubleshoot, and solve technical and personnel problems. Familiarity with industry concepts and terminology. Familiarity with regulatory requirements and common practices. General knowledge of personal computer operations including spreadsheet, word processing, and relational database. Multi‑tasking, prioritization, follow‑up skills, and attention to detail. Demonstrated ability to plan, organize, and lead projects. Desire to collaborate with clients and internal staff teams. Ability to work productively with a team and independently to manage accounts and provide excellent customer service. Proficiency in database management. WORKING CONDITIONS AND PHYSICAL REQUIREMENTS Physical Requirements: Use hands to handle or feel objects; occasional standing, walking, and sitting. Occasionally lift or move up to 25 pounds. Requires color vision and depth perception. Working Conditions: General office environment. Moderate noise level. Travel may be required up to 20%. EMPLOYMENT INFORMATION Employment is at‑will. Microbac promotes a drug‑free, alcohol‑free workplace. Applicants considered for hire must pass a drug test before beginning work. Microbac is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. All qualified applicants will receive consideration for employment. Standard shift is Monday‑Friday with participation in an evening and weekend staff rotation (8:00 – 5:00, including evening and weekend rotation). #J-18808-Ljbffr