Customer Success Representative

Company Description

LGC Clinical Diagnostics develops and manufactures a comprehensive portfolio of catalogue and custom-developed diagnostic quality solutions and component materials for the extended life sciences industry. We partner with IVD assay developers, pharmaceutical, CRO and academic institutions in commercialization activities across the entire diagnostic pipeline. Laboratorians and diagnostic professionals across disciplines of clinical chemistry, immunochemistry, serology, molecular diagnostics, and clinical genomics rely on LGC’s products to support accurate and reliable diagnostic results.

Our operating entities include Maine Standards Company, SeraCare Life Sciences, and Technopath Clinical Diagnostics, which are in vitro diagnostics (IVD) manufacturers of quality measurement tools (calibrators, controls, linearity, EQA/PT, biological materials), the Native Antigen Company, which is a manufacturer and supplier of viral antigens and LGC Proficiency Testing a global leader in PT schemes. We operate FDA-registered and ISO 13485-accredited facilities in Maine (USA), Massachusetts (USA), Maryland (USA), Tipperary (Ireland), ISO 9001-accredited facility in Oxford, UK, and Traverse City, Michigan US.

Each day, our world-class staff, scientific expertise, operational efficiency, and superior quality systems are ready to support the range of advanced technologies that collectively improve patient outcomes - from the widely adopted and established through to cuttingedge NGS and precision diagnostics.

Job Description

Are you passionate about delivering world-class customer service? Join LGC as a Customer Success Representative and play a crucial role in our team! This is an outstanding opportunity to be the primary contact for our esteemed customers, ensuring they receive outstanding support and flawless service.

This role is a remote position and open to candidates within Maine.

To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily:

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc.
• Act as the voice of the customer internally to drive continuous improvement
• Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders
• Assess individual customer requirements and direct activities to the appropriate departments
• Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping
• Process credit card payments when appropriate, ensuring the privacy of customer account information
• Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.)
• Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies
• Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines
• Adhere to the requirements of the company’s ISO quality management system
• Perform other duties as assigned to meet business needs

Qualifications

Minimum Qualifications: 

• High school diploma or equivalent experience (GED) 
• Proven ability to engage professionally, courteously, and effectively with customers over the phone or via other mechanisms in support of customer requests
• Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint

Preferred Qualifications:

• Experience or working knowledge of ERP systems, ideally SAP

Proficiencies & Behaviours:

• Demonstrated effective time management skills
• Excellent written and oral communication skills
• Strong multitasking, time management, and problem-solving skills
• Demonstrated good professional judgment, tact, and diplomacy in dealing with internal and external customers, as well as the ability to handle confidential and/or proprietary information
• Ability to work independently as well as part of a team with minimal mentorship or supervision
• Highly approachable and courteous in speaking and engaging with customers
• Highly accurate and diligent
• Aptitude to work in a complex and rapidly growing company
• Initiative and organizational skills are extremely valuable to ensure good customer service
• Resonate and operate in line with LGC’s core value behaviors: Passion, Curiosity, I