Client Service Support

Job Description

Job Description

Are you looking to progress in your career with a fast-growing food safety company? Are you a hardworking, collaborative team member ready to hit the ground running and get the job done? Then we are looking for you!

What we do:

Matrix Sciences International Inc. provides a uniquely comprehensive scope of laboratory, advisory, research and data management services that support our customers’ confidence in bringing safe, quality food to market.

Why it matters:

This work allows clients to identify potential contamination before it impacts their products and helps them feel confident that their products meet their quality standards and are safe for consumption in the market.

Role Summary:

A qualified candidate is responsible for communicating effectively with clients, prospect clients and staff in order to provide timely and accurate information regarding Matrix Sciences services, testing results, test requirements and shipping. Responsible for supporting customers by providing accurate and helpful information as well as working to resolve customer questions or complaints while delivering outstanding customer support. Acts as a liaison between our company and our clients. They are the front line of support for clients to ensure they are satisfied with our services.

What you’ll do:

• Utilizes job knowledge, judgment, and problem-solving skills to ensure quality of work. Is familiar with the day-to-day organization of the department.
• Continuously relays important information to customers as needed.
• Understands and recognizes Laboratory Information Management System alerts and flags and takes the appropriate actions.
• Works with Data Entry Department to accurately send out test items to other facilities.
• Demonstrates efficiency by performing procedures rapidly and with accuracy. Manages time appropriately and utilizes unstructured time constructively. Strives to meet departmental goals for daily completion.
• Documents all client interactions in the Customer Relationship Management system.
• Maintains and supports a service-oriented relationship with customers and co-workers.
• Respects and maintains the confidentiality of information relative to clients and our company.
• Works with Data Entry Department and stay in excellent, constant communication.
• Escalates issues to department manager immediately.
• Report any errors or delays to appropriate personnel in timely manner.
• Must be able to assist staff members in resolving discrepancies/problems to ensure accuracy and client satisfaction.
• Utilizes personal and professional skills to promote successful relationships with management, coworkers and clients.
• Strives to maintain a positive and harmonious work environment.
• Supports management in duties and/or functions.
• Submits recommendations for modifications and improvements to Department Manager.
• Supports and complies with all Company policies, Quality Systems and Health & Safety policies.
• Keep work areas clean, neat and organized.
• Supports Department Manager in internal projects and ways to increase customer satisfaction.
• General knowledge of scanning and archiving of request forms and other hard copy data.

What you have:

• High School Diploma, college degree strongly encouraged.
• Customer Service experience.
• Experience in Data Entry Department or related field.
• Demonstrated ability to work with a team.
• Positive outlook with the ability to adapt to a changing environment.
• Preferred experience with Microsoft Office & CRMs (such as Salesforce or Netsuite)

What we offer:

• Medical
• Dental
• Vision
• 401(k)
• Life Insurance
• Short-Term & Long-Term Disability
• Accident & Critical Illness
• Paid Time-Off
• LifeLock Protection
• Tuition Reimbursement

Location:

• Mount Prospect, IL

EEO Statement

Matrix Sciences International Inc. is an Equal Opportunity Employer. Matrix Sciences is committed to a policy of Equal Employment Opportunity for all applicants and employees. We treat all employees and applicants in conformance with both the spirit and letter of federal, state, and local employment discrimination laws, regulations, and Executive Orders. The Company makes all employment decisions without regard to a person's race, color, religion, gender (including gender identity or expression), national origin, ancestry, sex, sexual orientation, medical condition, marital status, age, physical or mental disability, genetic information, veteran status, uniform services membership status or any other characteristic protected by law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.