Customer Experience Representative
Core
Primary interface between clients and the laboratory for daily phone interactions, routing requests to experts, and managing follow-up to ensure timely responses.
Role type
Customer Service Representative (Client Services)
Builds
Client communication and support services for laboratory testing and certification
Domain
Food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, hemp
Deliverable
client delivery
Required skills
Verbal communication, written communication, problem-solving, multi-tasking, basic Excel, data entry
Preferred skills
Customer relations experience, MS Office, laboratory/scientific experience, business experience in food/cosmetic/nutraceuticals
Responsibilities
Contact customers via phone, email, and video chat to provide updates on testing; Monitor testing report due dates and proactively inform customers of delays; Route customer requests and complaints to appropriate team members; Collaborate with sales on current and new business opportunities; Maintain records of client requests and interactions.
Seniority
Entry-level to Junior