Customer Care Lab Representative - EST

JOB OVERVIEW:

This position is responsible for providing support to Clinical Lab Specialists (CLS) and building relationships with customers through daily interaction with customer on the telephone and e-mail. Handles routine customer matters related to establishing accounts, entering orders, maintaining pricing and following up on order questions and product status. Provides assistance to CLS in assisting to prepare quotes for lab equipment, scheduling equipment set-up deliveries and coordinating with manufacturers for installation and training. Maintains technical lab knowledge concerning lab equipment and reagents to provide expert lab support for CLS and customers.

Please note: Candidates for the role should be located on the East Coast (Eastern Time Zones) or be willing to work 8:30 AM - 5:00 PM EST.

KEY RESPONSIBILITIES: 

• Receives telephone calls, e-Mails and faxes from customers and Clinical Lab Specialists (CLSs) to answer inquiries on various issues, including orders, invoices, and shipments

• Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims

• Applies customer credit card payments, spreads unapplied cash and credits as requested by the customer

• Builds and maintains personal consultative customer relationships

• Communicates with customers on a frequent basis on behalf of the assigned CLS or in the case where the customer is designed a 'house account" maintains the primary relationship on behalf of the company

• Assists CLS by taking calls from customers regarding equipment quotes when CLS is unavailable to answer customer's questions

• Works closely with both the CLS and manufacturer rep to assist CLS in providing quotations to customers and prospective customers

• Maintains product knowledge and expertise on all lab products we sell to be able to provide technical support to lab customers

• Provides laboratory specific product information and promotional material to customers and prospective customers for the purpose of generating additional sales into existing accounts and opening new accounts

• Facilitates new equipment installations (start-up orders, etc.) for CLS, handling equipment orders and start up orders from start to finish including scheduling installation and training

• Processes orders and order cancellations as requested by the customer or CLS

• Set-up initial lab pricing contracts for new customers and maintain pricing contracts for existing customers for assigned CLSs.

• Set-up sequestered lot specific/dated controls and calibrators for customer orders and monitor the sequestered product standing orders to ensure inventory is properly maintained

• Set-up and process routine/standing orders as needed for customers.

• Interacts with Distribution Centers and Manufacturers regarding post-order inquiries, such as verifying order status, requesting shelf checks to ensure product availability, inquiries on lot numbers, order revisions and expediting orders

• Notifies Clinical Lab Specialists, Sales Management and department managers of unusual customer concerns that may require additional support or attention

• Contacts manufacturers for warranty, product, technical, drop ship and return authorization information

• Performs customer account maintenance (changes address, changes account name/doctor name, closes accounts) as requested and in accordance with policies and procedures

• Utilizes Siebel for alert comments to flag and identify assigned accounts

• Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge

• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS: 

• Strong customer service and verbal and written communication skills.

• Good telephone etiquette. 

• Ability to answer a high volume of calls and prioritize tasks.

• Effective dispute resolution. 

• Ability to learn applicable computer systems. 

• Ability to work independently with limited supervision.

• Knowledgeable concerning the functionality of laboratory equipment and the related reagent consumables including knowledgeable concerning the type of tests the instruments are capable of performing.

• Capable of preparing professional laboratory quotes for prospective lab customers.

GENERAL SKILLS & COMPETENCIES: 

• Strong time management skills and t