Client Services Representative

Job Description

Job Description

We're seeking a highly organized Client Services Representative to oversee client projects and service our top tier clients. The ideal candidate is a detail-oriented and client-focused professional with strong communication, and organizational skills, experience supporting environmental laboratory operations and delivering accurate, responsive, and quality service.

The Client Services Representative plays a key role within the Client Services team, acting as the main point of contact between clients and internal teams to support workflow coordination, regulatory compliance, and overall client satisfaction.

This position requires managing client communications, resolving issues efficiently, and maintaining accurate account information. The representative works closely with other departments to ensure seamless service delivery, utilizing email, calendar tools, and the Laboratory Information Management System.

Responsibilities

• Serve as the primary point of contact for assigned client accounts
• Manage client accounts, project setup, reporting requirements within LIMS, and related systems
• Coordinate and oversee project workflows, priorities, and deliverables across laboratory, and internal support teams
• Monitor project timelines, turnaround times, and deliverables to ensure accuracy, efficiency, and client expectations are consistently met
• Review work orders, reports, EDDs, invoices, and project documentation for accuracy, completeness, and regulatory compliance prior to release
• Communicate project updates, priorities, timelines, and issue resolution between clients and internal teams.
• Maintain working knowledge of environmental laboratory services, regulatory programs, QA/QC requirements, analytical methods, and reporting standards
• Support client onboarding, project planning discussions, client meetings
• Assist with sample coordination, bottle orders, pickups, subcontract coordination, and related project support activities
• Notify clients of results exceeding regulatory limits in accordance with company procedures
• Coordinate/facilitate sample pick-up and bottle drop offs per client request
• Perform sample‐related activities, including, receiving, processing, and administration
• Maintain and update documentation, logs, and databases to ensure accurate sample tracking
• Participate in training on laboratory policies and practices
• Perform additional duties as assigned
• Provide responsive customer support to corporate and small business clients
• Maintain clear and consistent client communication
• Resolve client issues promptly and effectively
• Manage client accounts, ensuring accurate and up-to-date information
• Perform data entry related to client interactions and transactions
• Generate regular reports on client activity and service metrics
• Conduct follow-up communications to ensure client satisfaction
• Schedule appointments and coordinate with internal teams as needed
• Receives, records and inputs into LIMS all pertinent information regarding client samples
• Monitors client sample submission and identifies new sample matrices or testing profiles
• Maintains records of all sample handling and data input upon receipt
• Identify sample discrepancies and communicate to client and lab
• Generate client sample receipt notices daily
• Responsible for retrieving, logging, and recording sample retests

Preferred Qualifications

• Bachelor’s degree in Science, or a related field required
• 2-4 years of experience managing client accounts, projects, in a professional environment
• Must have broad-based knowledge and previous experience in an environmental laboratory, or analytical testing environment
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and CRM software
• Experience with Laboratory Information Management Systems (LIMS) preferred
• Effective problem prevention and problem-solving skills required
• Excellent interpersonal, written and verbal communication skills required

Work Schedule

• Full-time position following a Monday-Friday schedule 9:00-5:30
• Flexibility to work outside of normal business hours as needed

New England Testing Laboratory has been a family-owned business since 1957. It is a premier provider of analytical and testing services in the region. We are dedicated to delivering accurate and reliable results while fostering a collaborative and innovative work environment. Our team is committed to excellence in every aspect of our operations.

Company Description

New England Testing Laboratory has been a family-owned business since 1957. It is a premier provider of analytical and testing services in the region. We are dedicated to delivering accurate and reliable results while fostering a collaborative and innovative work environment. Our team is committed to excellence in every aspect of our operations.