Company Description

　　Eurofins Scientific is an international life sciences company, whichprovides a unique range of analytical testing services to clients acrossmultiple industries. The Group believes it is the world leader in food,environment, pharmaceutical and cosmetics products testing and inagroscience CRO services. It is also one of the global independent marketleaders in certain testing and laboratory services for genomics, discoverypharmacology, forensics, CDMO, advanced material sciences and forsupporting clinical studies. In addition, Eurofins is one of the leadingglobal emerging players in specialty clinical diagnostic testing.

　　In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800laboratories across 47 countries, employing about 45.000 staff.

　　Eurofins stands for a conception of clinical diagnostics entirely focused onexcellence, innovation and technological investment. Eurofins clinicaldiagnostics offers testing services in all medical specialties.

　　As a central element in healthcare, clinical diagnostics contributes toevery stage of patient care: predisposition, prevention, diagnostics,treatment monitoring and prognosis.

　　With hundreds of thousands of clinical diagnostics tests performed everyday, the laboratories of the clinical diagnostics division strive to ensurethat every patient, wherever he or she lives, has access to the mostspecialized and most innovative techniques for diagnosis, monitoring andtherapeutic adjustment. Our logistics expertise and our daily samplecollection and delivery network, guarantee perfect continuity in theprovision of care while ensuring the same standard of quality and access toinnovation across all the regions we serve.

　　Job Description

　　Client Services Specialist responsibilities include, but are not limitedto, the following:

　　Manage phones through intake of calls or making calls to clients to addresstheir needs.Engaging in active listening with clients confirming or clarifyinginformationManage SSR workflow and response time to ensure testing department SSRs areclear and understandable to client, they are correct, andresolution/closures are timely.Assist with supply requests.Manage send out and report workflow to ensure testing department is sendingresults as results become available.Manage support emails to assist in responding to clients' needs and ensurea timely response to our clients.Managing Client Interaction documentation.Effectively communicate with Donor Service TeamManage Client Operational Notifications such as Federal Express Delays,System Outages, etc.Manage Corrected Report workflows to ensure testing departments arereleasing reports in a timely manner.Manage requisition archive workflow.Establish and maintain strong, positive relationships with clients.Act as the primary point of contact between the client and the organization.Understand the client's needs, preferences, and expectations.Address client inquiries, concerns, and issues promptly andeffectively, escalate issues appropriatelyProvide technical or product support as needed and as appropriate.Troubleshoot problems and work to find suitable solutions.Maintain detailed client records and account information.Monitor client usage and activity.Gather feedback from clients to understand their satisfaction and concerns.Analyze feedback to identify trends and areas for improvement.Provide recommendations to the organization based on client input.Prepare regular reports on client engagement, satisfaction, and keyperformance indicators (KPIs).Maintain detailed records of client interactions and communications.Collaborate with sales, marketing, product development, and otherteams to meet client needs.Communicate client feedback and requirements to internal teams.Make decisions and resolve issues independently when po sible.Escalate complex or critical client issues to appropriate teams ormanagement.Stay updated on industry trends and best practices in client service.Suggest and implement process improvements to enhance client satisfaction.Meet or exceed client service performance metrics, such as responsetime, client satisfaction scores, and revenue targets.Ensure all client interactions adhere to ethical and legal standards.Maintain client confidentiality and data security.Be prepared to handle and communicate effectively during crisis or clientemergencies.Continuously develop and enhance client service skills through training andprofessional development opportunities.Work effectively as part of the client service team to achieve common goalsand objectives.In order to meet Eurofins DPT's quality policy and objectives, allemployees are expected to meet basic expectations of Eurofins DPT's qualitymanagement system including, but not limited to good workmanship,adherence to standard operational procedures, training,good documentationpractices, and accurate recordkeeping.Qualifications

　　Basic Minimum Qualifications:

　　Minumum 2-4 years of customer service support experience