Customer Relations Coordinator - Carlsbad or Boston (Hybrid)

Company Description

About Informa Connect:

Informa Connect is a division of Informa, a global events and publishing company. Informa Connect specializes in organizing and hosting conferences, exhibitions, training courses, and other events across various industries and sectors. Their events cover a wide range of topics, including finance, healthcare, technology, energy, and many more.

The primary goal of Informa Connect is to bring together professionals, experts, and businesses within these industries to share knowledge, network, and explore new opportunities. These events often serve as a platform for discussing emerging trends, industry best practices, and innovations.

About EBD Group:

Informa's EBD Group is a global life science partnering firm that specializes in creating events and platforms for the biotechnology and pharmaceutical industries. EBD Group hosts conferences, partnering events, and digital platforms designed to facilitate networking, collaboration, and deal-making within the life sciences sector.

One of their most well-known events is the BIO-Europe conference, which is a major partnering event for the biotechnology and pharmaceutical industries. At these events, industry professionals can meet, discuss collaborations, and explore business opportunities.

EBD Group aims to connect biotech and pharma companies with investors, business development professionals, and potential partners to advance innovation, research, and development in the life sciences field. Their goal is to foster innovation and help bring life-saving therapies and technologies to market.

Job Description

A great opportunity is available for a professional to join the Customer Relations team in the Life Sciences division at Informa Connect.

This role reports directly to the Customer Services Manager. As a member of our growing team, you'll assist with customer relations for the EBD & CAMS portfolio, which includes over 70 global events held both in person and digitally. Your responsibilities encompass the entire customer journey, from initial registration to their arrival at the event and badge pickup.

Customer service is a vital aspect of our business that plays a key role in retaining customers. We are seeking an experienced and motivated Customer Relations Coordinator to join our international team, which can be based in Boston or Carlsbad. You'll collaborate with team members in Germany, London, and the United States.

Responsibilities:

1. Handling day-to-day customer service for our events (65%)

   • Responding to email requests and incoming phone calls from event attendees within 24 hours
   • Managing outbound event communications for both in-person and digital event components
   • Assisting attendees with event planning, including providing travel and hotel booking information
   • Collaborating with accounting teams in the UK and the US for registration, invoicing, and debt review using SAP as a booking database
   • Supporting the sponsorship sales team with invoicing and billing inquiries
   • Working closely with team members in the UK and the US, as well as other event project teams (Marketing, Operations, Digital Delivery, Production, Sponsorship and Exhibition Sales, and Delegate Sales).

2. Onsite Registration & Attendee Data Management (30%)

   • Serving as the main contact for onsite event registration and managing our registration tool: "Visit" by GES
   • Managing event registration hardware, badge design, lanyards, and registration desk setup
   • Troubleshooting and setting up registration at large events
   • Ensuring accurate data, including badge type, option codes, contact information, and payment details, is uploaded into the onsite registration system
   • Managing the complete attendee list for reporting purposes
   • Traveling to large events to oversee onsite registration and payments
   • Collaborating with Informa Connect's central registration team and our registration partner, Visit by GES.

3. Other (5%)

   • Performing additional duties as required
   • Participating in training as recommended by the Manager.

Qualifications

• Customer Service Experience: Minimum 2 years in customer service or service/hospitality industry.
• SAP Knowledge: Familiarity with SAP is a plus.
• People Engagement: Enjoy interacting with and assisting diverse customers and team members.
• Effective Multi-Tasking: Ability to handle multiple tasks efficiently.
• Solution-Oriented: Proactive and willing to troubleshoot.
• Attention to Detail: Maintain a high level of accuracy.
• Communication Skills: Proficient in written and spoken English.
• Tech-Savvy: St