Account Coordinator

GENERAL STATEMENT OF RESPONSIBILITY:  Demonstrate professional etiquette and courtesy when communicating with customers and provide exceptional customer service by phone, fax, and email. Responsible for the timely and accurate processing of incoming supply orders and the completion of supportive functions in Toxicology Customer Service within established Service Level Agreements. 

ESSENTIAL FUNCTIONS: 

Level 1

• Process and complete all in-coming general supply order requests (billable/non-billable), to include rollout spreadsheets.
• Use order review tool to evaluate and adjust supply quantity requests.
• Email order confirmations to requesting clients.
• Generate and review Oracle un-booked report.
• Enter new Oracle billable and non-billable shipping addresses.
• Research and resolve order related issues.
• Communicate to department management processing delays and/or supply issues impacting clients and department service level agreements.
• Maintain daily electronic phone log.
• Handle incoming phone calls/emails and respond to client inquires and requests in a timely, friendly and helpful manner.
• Phone metrics daily average 35 calls per day.
• Assist clients with sample tracking and provide results status information as requested.
• Process all other general client requests:  WebOasis password resets, CCF copies, retransmissions, billing authorizations, etc.
• Process account and panel modifications.
• Process demographic modifications. 
• Provide clients with account information and established pricing.
• Review failed fax daily reports.
• Complete pending sample reports (O500s, CRL.CRL, etc.).
• Partner with workflow and certifying scientists to ensure timely processing of client requests.
• Communicate turnaround problems to management as it relates to testing, problem resolutions, completion of client requests.
• Interact with sales, accounting, and other departments to expedite workflow and resolve order issues.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Keep work area neat and clean.
• Other duties as assigned