B2B Client Service Specialist

Primary Responsibilities:

• Establish and maintain positive relationships with clients through effective communication.
• Provide prompt and accurate information about our reference lab services.
•  Address client inquiries, concerns, and requests with professionalism and a client-centric approach.
• Resolve client issues and concerns in a timely and effective manner.
•  Collaborate with relevant internal departments to address and escalate complex problems.
• Proactively identify potential issues and implement preventive measures.
• Utilize a strong background in science and/or laboratory processes to understand and communicate complex information effectively.
• Stay informed about industry trends, advancements, and competitor offerings to provide informed support.
• Document and maintain accurate records of client interactions, feedback, and resolutions.
• Develop and update procedural documents and guidelines for customer service processes.
• Ensure timely responses to client inquiries and follow-up on outstanding matters.
• Collaborate with cross-functional teams to convey client feedback and suggestions.

• Bachelor's degree in a scientific discipline or related.
• A least 1 year of customer service, inside sales, or a client-facing role.
• Strong problem-solving skills and ability to think critically.
• Excellent written and verbal communication skills.
•  Proficient in email communication and timely response management.
•  Familiarity with laboratory processes and scientific terminology preferred.
• Detail-oriented with strong organizational skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive attitude and ability to adapt to a dynamic work environment.