Customer Experience Representative
Core
Primary interface between clients and the laboratory for daily phone interactions, routing requests to technical experts, and managing sample submissions.
Role type
Customer Experience Representative (Client Services)
Builds
Client service workflows and communication channels for laboratory testing clients
Domain
Food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries
Deliverable
client delivery
Required skills
Verbal communication, written communication, problem-solving, multi-tasking, organization, basic Excel, data entry
Preferred skills
Customer relations experience, MS Office, applied business experience in food/cosmetic/nutraceuticals/CPG, laboratory or scientific experience
Responsibilities
Contact customers via phone, email, and video chat to communicate testing updates; monitor testing report due dates and proactively inform customers of delays; route customer requests and complaints to appropriate team members; follow up to ensure timely closure of cases; collaborate with sales on current and new business opportunities; assist with client literature dispersal and administrative projects.
Seniority
Entry-level to Junior