Customer Experience Represntative - Microbiology Job Listing at Kelly Services in Burbank, CA (Job ID 9396992)

Description

PLEASE NOTE: Must be authorized to work lawfully in the United States for any employer without sponsorship. For immediate consideration, please apply.

Kelly® Science & Clinical is seeking a Customer Experience Representative for a temp-to-hire position at a leading client in Burbank, CA. If you're passionate about bringing the latest scientific discoveries to life and are ready to take the next step in your career, trust The Experts at Hiring Experts.

Pay Rate:
$26.00/Year (non-negotiable)

Overview:
The Customer Experience Representative is the primary interface between the clients and the laboratory for daily phone interactions and routine daily client requests. This role is responsible for all client services work necessary to support the field sales team and lab, sample submissions, and related duties. This position will route requests to the appropriate expert: Supervisor, Associate Director, Director of Laboratory Technical Services, Technical Supervisor, Lab Manager, as well as other subject matter experts to assist clients, managing follow-up to ensure responses are received by the customer in a timely manner.

Schedule:

• Monday – Friday, 1st/Day: 7:00 AM – 4:00 PM
• Monday – Friday, 1st/Day: 8:30 AM – 5:30 PM

Responsibilities:

• Works directly with clients, technical teams, and sales to ensure the optimum customer experience.
• Provides proactive customer service to include contacting customers via phone, email, video chat and other means to communicate relevant information and updates about their testing.
• Monitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
• Ensures all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
• Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director and Sales.
• Supports data entry into Salesforce.
• Utilizes Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts. Ensure all complaints are followed up and closed.
• Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely closure of each case.
• Carries out client requests per instructions and keeps appropriate records.
• Collaborates with sales on current and new business opportunities.
• Assists management and sales in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects and standard operating procedures.
• Awareness of processes, procedures, and techniques in accordance with the Certified Group's Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

Qualifications:
Education & Experience:

• One or more years of experience in customer relations to include clerical assistance, customer service, MS Office software usage, and Salesforce usage preferred.
• Bachelor's degree in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.
• Laboratory and scientific experience are a plus.
• Equivalent combination of education and experience acceptable.

Skills:

• Read and comprehend instructions, correspondence, and memos and convert them into action.
• Effective verbal and written communication skills strong problem-solving and decision-making skills.
• Commitment to detailed, accurate, and timely results.
• Ability to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Basic Excel skills are essential.
• Basic knowledge of Salesforce (CRM).

General Requirements:

• Some schedule flexibility will be required as work load my vary from week to week.
• Ability to work constructively with others in a traditional office environment.
• Comfort with prolonged sitting and viewing of computer screens.
• Work effectively under stress with interruptions and deadlines.
• Ability to think logically and plan strategies to achieve desired outcomes.

What Happens Next:
Once you apply, you'll proceed to next steps if your skills and experience look like a good fit. But don't worry – even if this position doesn't work out, you're still in our network. That means our team of expert Science & Clinical recruiters will have access to your profile, making your opportunities limitless.

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As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Science & Clinical?

Kelly Science & Clinical is your connection to premier scientific and clinical companies looking to hire industry experts just like you. Our team creates expert talent solutions to solve the world's most critical challenges. Every day, we match science professionals with dream jobs that fit their skills, interests, and career goals—it's the way we think job searching should be. Nearly 100 percent of our science recruiters have a professional background and education in science, so we know a thing or two about the science market and how to get your expertise noticed.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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