What are the responsibilities and job description for the Client Care Specialist position at Eagle Analytical?
What We’re Looking For
The Client Care Specialist will assist and promote Eagle services to both current and potential new clients while providing customer service support.
What You Will Do
• Provide customer service by communicating services, events, new products and programs, making outbound calls, assisting with troubleshooting customer’s requests, and providing resolutions
• Proactive customer communication and follow up on testing, test results, and samples
• Support customer requests, i.e. sample tracking, web support, quote coordination, etc.
• Educating customer and helping them understand issues related to testing, quality, regulations, and compliance
• Identify and follow up on new customer requests
• Establish relationships with specific accounts and foster key relationships
• Develop and maintain relationships with clients and their teams, i.e. technicians, pharmacists, managers, owners, etc.
• Comply with Company policies, CGMPs, ISO 17025, and all applicable SOPs
• Develop and demonstrate advanced level of knowledge of Eagle’s product and services
• Assist with special projects as assigned
Who You Are
• Bachelor of Science Degree (Chemistry/Microbiology preferred) or two years of business experiences
• Two years of related sales, marketing, or customer service experience
• Prior experience in a service environment using a Customer Relationship Management (CRM) system
• Excellent verbal and written communication skills, along with the ability to effectively communicate a resolution
• Excellent problem solving, organizational, interpersonal, and math skills
• Must be detail oriented and a self-starter
• Experience using sales techniques, i.e. up selling and cross selling
• Ability to work independently in a deadline-oriented environment
• Excellent comprehension and multi-tasking skills
• Advanced level computer skills in Microsoft Word, Excel, Outlook, Internet, a contact management system and/or a customer relationship management system
• CPhT, a plus
Who We Are
Serving customers since 2004, Eagle offers the highest quality in preparation testing for sterility, bacterial endotoxins, microbial detection, beyond-use dating (BUD) determination and active ingredient potency. State-of-the-art equipment, combined with the experience and knowledge of our team, makes Eagle the best choice for all testing needs. The Eagle team is committed not only to performing the best quality control testing, but also working relentlessly with our customers on solutions if tests receive unexpected results. Learn more at www.eagleanalytical.com.
