Client Services Representative

Company Description

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

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

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

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

With hundreds of thousands of clinical diagnostics tests performed every day, the laboratories of the clinical diagnostics division strive to ensure that every patient, wherever he or she lives, has access to the most specialized and most innovative techniques for diagnosis, monitoring and therapeutic adjustment. Our logistics expertise and our daily sample collection and delivery network, guarantee perfect continuity in the provision of care while ensuring the same standard of quality and access to innovation across all the regions we serve.

Job Description

The Client Services Representative receives sufficient authority from, and is accountable to the Lab Supervisor or appointed designate for the successful completion of assigned duties and responsibilities and has the authority to take action necessary to carry out the duties and responsibilities of this position and to identify the occurrence of departures from the quality system or from the procedures for performing tests and/or calibrations, so long as such action does not deviate from established company guidelines, is consistent with sound business judgment, and follows the practices of the laboratory.

Essential Duties & Responsibilities:

• Demonstrates and promotes the company vision
• Regular attendance and punctuality
• Serve as project manager for clients' samples, keeping clients informed of status and TAT and lab informed of client requirements
• Balance client needs and satisfaction with internal laboratory requirements for project success (act as advocate to both) and ensures that information is distributed to all who need it
• Obtains necessary information for quote preparation, Audits, and sample paperwork at required times
• Schedules, coordinates, and participates in client conference calls as needed; attends meetings with technical groups as needed
• Assess client satisfaction by entering client concerns and complaints into the complaint management system; works with Laboratory Management to assist with resolution
• Maintain supply inventory and verify invoices are correct
• Assist in management of invoices for supplies and client billing. (Both internal and external)
• Responsible for managing outsourced samples with partner Eurofins laboratories to ensure timely COA release for clients
• Preparing samples to be sent to sister labs or other contract labs for subcontracted work
• Responsible for processing online electronic orders from clients and sister labs
• Works with external and/or internal courier services to ensure timely arrival and delivery of samples
• Assists in coordinating logistics of courier routes when needed
• Understand and follow Quality System documents relevant to responsibilities, e.g., Quality Manual, SOPPs, and Methods
• Registration of incoming samples, maintaining a neat and accurate record system of work performed on a daily basis and as needed for quality control tests or regulatory purposes
• Enter the sample data into Eurofins labware management system in a timely and accurate manner
• Assist in completing laboratory testing on all incoming samples in an accurate, efficient and timely manner; ensure sample turnaround time goals are met or exceeded (as needed)
• Adhere to appropriate quality measures to meet or exceed the standards set by  government regulatory, and company requirements relevant to assigned duties. Adhere to all health, safety, and environmental regulations relative to assigned analytical work; maintain and assist others in maintaining a clean, safe work environment. Identify process di