Customer Relationship Manager

Benefits: competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more. Job Summary Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed. Major Functions Ensure clients have a positive customer experience through proactive and professional customer service efforts. Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed. Maintain a high level of professional contact with assigned Tier III clients. Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials. Works with the CRM/CRS to ensure proper execution of the welcoming and onboarding process in a consistent, professional, and timely manner for all assigned Tier III accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management). As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested. Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow up with solutions. Contact customers with information regarding test results that will be late or are out‑of‑specification and document all customer interactions in the customer relationship management (CRM) system. Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales. Communicate and collaborate with technical staff to uncover solutions to client needs. Set up accounts, file documents, and ensure documents are thoroughly and accurately completed. May support sales team with various duties including answering questions and preparing quotes. May support Field Staff with scheduled pick‑ups on the weekend. Driving to and from the lab will be required and a Company Car will be provided for these travels. May assist Sample Receiving staff with the intake and logging of samples, specifically on the weekend. Verify chain of custody forms/schedule work. Assist with the logging and tracking of client test samples. Perform other related duties as needed. Preferred Qualifications Broad knowledge and proven experience in customer service. Excellent written and verbal communication skills. PC proficiency. Basic problem‑solving abilities. General technical industry knowledge as evidenced by a basic understanding of concepts, terminology and instrumentation used. General understanding of EPA and/or FDA/USDA regulatory standards and protocols related to analytical testing is preferred. Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred. Prior customer service experience required. Prior commercial laboratory experience preferred. Must be a self‑starter. Be able to prioritize workload and handle many competing tasks at once. Working Conditions and Physical Requirements The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception. Working Conditions While performing the duties of this job, the employee will be in a general office environment. The noise level in the work environment is usually moderate. This job may require travel less than 20%. Other This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time. Shift Schedule Shifts would be Wednesday-Sunday, 8am-5pm. Working the weekends will be consistent and mandatory for this role. Monday and Tuesday will be the days off weekly. EEO Statement 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. #J-18808-Ljbffr