Customer Relationship Lead

The Customer Relationship Lead serves as our primary point of contact between this department and the Customer Service Manager. Through gaining a thorough understanding of the area requirements, time frames, flow and personnel, they ensure our clients will have correct samples logged in the system and supplies on hand to sample. This leadership position requires a high amount of communication, organization, decision making, and the ability to effectively coordinate the activities of cross-functional teams in a deadline driven work environment.

Essential Functions:

• Gain a thorough understanding of client needs; act as the liaison between the client, team members, and our laboratory staff teams; Troubleshoot and head off problems, preventing them from adversely affecting the client.
• Learn each aspect / job in the area and be able to fill in as needed.
• Maintain sample storage areas.
• Coordinate communications and actions between internal departments/functions.
• Monitor the area flow and adjust if needed to meet all analytical hold times and outbound shipping deadlines.
• Work with CS personnel on both daily and quarterly shipping orders.
• Work with CS manager on supply inventory and ordering.
• Work with Field Service personnel on courier routes and turn coolers.

Minimum Qualifications

• Degree in Food Science, Chemistry, or a related field of study; Technical understanding of Food and/or Environmental Testing requirements.
• Food and/or Environmental Testing Laboratory Experience is strongly desired.
• Client service or QA experience preferred.
• Ability to communicate clearly and effectively with both laboratory staff and non-technical individuals.
• Exceptional ability to work with others to troubleshoot and solve problems and delegate tasks when necessary.
• Familiarity with the regulatory testing requirements within the industry (i.e.; FDA; EPA).
• Demonstrated ability to effectively plan, organize and lead projects.
• Ability to demonstrate an observable commitment to service excellence and brand standards.
• Leadership in group of less than 10 people.
• Previous experience working in production setting.
• Customer service experience preferred.
• Ability to communicate clearly and effectively within all areas of the laboratory.
• Exceptional ability to work with others to troubleshoot and solve problems and delegate tasks when necessary.
• Demonstrated ability to effectively plan, organize and lead daily tasks and special projects.
• Ability to demonstrate an observable commitment to service excellence and brand standards.
• Maintaining a high level of customer contact, Customer Relationship Lead gains a thorough understanding of client needs and act as the liaison between the client and our laboratory staff teams
• Customer Relationship Leads manage the logistics of client projects, ensuring client needs are met in a timely and cost-effective manner
• Lead the Customer Relationship team to achieve success for all customers.
• Works with the CRM to plan, organize and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management.
• As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
• Works with internal leadership and staff to ensure the quality of work completed and reported meets or exceeds. pre-determined quality standards; and that the Company QA Program is followed and promoted.
• Supports quality and proactively participates in continuous improvement initiatives in the department.
• Maintain and grow overall client satisfaction through collaboratively working with clients to provide services that meet their needs and exceed their expectations.
• Effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Relations, Sales, Field Services and Laboratory Operations to ensure client needs are addressed in a timely and appropriate manner.
• Assist in customer complaint handling and investigation of customer complaints in accordance with company quality policy and SOPs.
• May delegate work assignments within the Customer Relationship Department.
• May manage and develop Customer Relationship staff in some locations.
• Monitor the progress of projects, heading off any potential setbacks that could adversely affect the customer.
• Communicate technical data to the laboratory's senior leadership and to clients.
• Maintain client files.
• Manage the financial and business aspects of assigned accounts, working closely with sales.
• Assists in communication/resolution of billing issues.
• Review analytical reports for completeness and accuracy prior to releasing to the client.
• Draft reports and other documentation and distribute as necessary.
• Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Assumes accountability for the promptness of completing tasks and projects.
• Develops new products and/or services through evaluation of client needs through generating ideas for consideration.
• Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers.
• Provide support to the Sales teams and other CR team members. This may include customer visits or back up support for other team members.
• Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (ELEMENT), CRM, and Standard Operating Procedures (SOPs).

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

Working Conditions:

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel less than 20%

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.

OTHER:

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer - We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.