Client Services Specialist

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

Client Services Specialist responsibilities include, but are not limited to, the following:

• Manage phones through intake of calls or making calls to clients to address their needs.
• Engaging in active listening with clients confirming or clarifying information
• Manage SSR workflow and response time to ensure testing department SSRs are clear and understandable to client, they are correct, and resolution/closures are timely.
• Assist with supply requests.
• Manage send out and report workflow to ensure testing department is sending results as results become available.
• Manage support emails to assist in responding to clients’ needs and ensure a timely response to our clients.
• Managing Client Interaction documentation.
• Effectively communicate with Donor Service Team
• Manage Client Operational Notifications such as Federal Express Delays, System Outages, etc.
• Manage Corrected Report workflows to ensure testing departments are releasing reports in a timely manner.
• Manage requisition archive workflow.
• Establish and maintain strong, positive relationships with clients.
• Act as the primary point of contact between the client and the organization.
• Understand the client's needs, preferences, and expectations.
• Address client inquiries, concerns, and issues promptly and effectively, escalate issues appropriately
• Provide technical or product support as needed and as appropriate.
• Troubleshoot problems and work to find suitable solutions.
• Maintain detailed client records and account information.
• Monitor client usage and activity.
• Gather feedback from clients to understand their satisfaction and concerns.
• Analyze feedback to identify trends and areas for improvement.
• Provide recommendations to the organization based on client input.
• Prepare regular reports on client engagement, satisfaction, and key performance indicators (KPIs).
• Maintain detailed records of client interactions and communications.
• Collaborate with sales, marketing, product development, and other teams to meet client needs.
• Communicate client feedback and requirements to internal teams.
• Make decisions and resolve issues independently when possible.
• Escalate complex or critical client issues to appropriate teams or management.
• Stay updated on industry trends and best practices in client service.
• Suggest and implement process improvements to enhance client satisfaction.
• Meet or exceed client service performance metrics, such as response time, client satisfaction scores, and revenue targets.
• Ensure all client interactions adhere to ethical and legal standards.
• Maintain client confidentiality and data security.
• Be prepared to handle and communicate effectively during crisis or client emergencies.
• Continuously develop and enhance client service skills through training and professional development opportunities.
• Work effectively as part of the c