What are the responsibilities and job description for the Global Distributor and Customer Support Specialist position at LGC Group?
Company Description
LGC Proficiency Testing, Inc. is based in Traverse City, Michigan and is part of the wider LGC Diagnostics & Genomics. LGC is a global leader in life science tools and LGC Clinical Diagnostics offers products to support the entire diagnostic pipeline, from early research to routine clinical use. LGC Proficiency Testing provides services that support American Proficiency Institute (API), the second largest clinical PT provider in the United States. LGC provides services such as IT, packaging and shipping, sales and marketing, and customer support to API and its 20,000 customers.
Job Description
Overview
As part of our international team, the successful candidate will answer questions and handle the administrative details of non-domestic clinical participants’ accounts in an efficient, effective, and courteous manner. They are also responsible for representing API and LGC Proficiency testing programs and service through email, phone, fax, and live chat as needed.
Main Duties and Responsibilities
- Coordinates sales through international distributors. Provides support for both API and LGC distributors by ensuring they receive documentation for renewals, upcoming test events, and other miscellaneous training tools used to assist customers.
- Participate in distributor vetting and onboarding process, and in distributor training as needed.
- Handle communication from global (non-domestic) customers, distributors, and others in a professional and responsive manner, including monitoring of the Global Customer Service email inbox. Follow up where appropriate to ensure customer satisfaction and retention.
- Process orders according to established procedures, including a thorough review to ensure that selected programs will meet customer requirements as applicable. Ensure customer orders are processed promptly and accurately, and that Export Checklists are completed according to procedures.
- Assist customers to successfully access and navigate API and PORTAL websites.
- Coordinate the pre-assembly of paperwork prior to each shipment for international customers in conjunction with the Supply Chain Department.
- Ensure packages receive outstanding service during transit and efficient movement across the U.S. border. Follow up, address, and resolve issues or concerns in a proactive and timely manner.
- Identify and communicate improvement opportunities to Technical Manager, Global Clinical PT or another appropriate manager/department.
Other Duties and Responsibilities
- Follow company procedures to keep records of orders and correspondence with customers. File paper and electronic documents in a standard way for reference by other staff.
- Review and update documentation as needed or requested.
- Other duties as assigned.
Qualifications
Credentials and Experience - High school diploma or equivalent; 2 years customer service experience in an office setting; Ability to work in the office setting Monday - Friday, occasional weekends and flexibility for overtime.
Knowledge, Skills, Abilities, and Traits
- Excellent communication skills including impeccable grammar
- Strong self-directed organizational skills
- Proficiency in Microsoft Applications (Excel, PowerPoint, Word)
- Knowledge and ability to apply various software tools
- Ability to be tactful and diplomatic with customers, outside organizations, and coworkers
- Collaborates well with people in a team environment
- Ability to multitask, and work independently
- Ability to think quickly and remain calm under stressful phone situations
- High accuracy and attention to detail
- Capacity to use investigative and interpretive thinking
- Strong organizational skills
We prefer candidates with a Bachelor's Degree or equivalent experience. Being multi-lingual or having the ability to use translation tools is a requirement. Experience in handling high-volume customer communications (e.g. emails, chats) is necessary. Exposure to scientific terminology is beneficial.
Advantageous: Experience with international shipping processes
Additional Information
LGC recognizes benefits are key resources as you navigate your well-being journey. We’re pleased to offer comprehensive programs that are focused on supporting you and your families’ well-being. Most of our benefit programs are effective the 1st of the month following your date of hire.
- Comprehensive medical, dental, and vision benefits for employees and dependents
- FSA/HSA Pre-tax savings plans for health care, childcare, and elder care
- 401(k) retirement plan with matching employer contribution
- 100% paid parental leave, up to 8 weeks
- 100% paid Caregiver leave, up to 3 weeks
- Paid Holidays, which include floating days and a holiday shutdown in December
- Company paid Basic Life / Accidental Death
- Company paid Short & Long-Term Disability
- Company paid Employee Assistance Program
- Health Savings Accounts
- Flexible Spending Accounts (Healthcare and Dependent Care)
- Identity Theft & Protection
- Legal Services
- Pet Insurance
- Voluntary Worksite Benefits
- Tuition Reimbursement
- Employee Referral Program
About LGC:
LGC is a leading, global life science tools company, providing critically important components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range.
Our values
- PASSION
- CURIOSITY
- INTEGRITY
- BRILLIANCE
- RESPECT
Equal opportunities
LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or parental status, religion, or belief. Short listing, interviewing and selection will always be carried out without regard these factors.
We are committed to maintaining the highest standards of integrity and compliance. As part of our comprehensive hiring process, we participate in the E-Verify and Equifax I-9 Anywhere programs. Additionally, we conduct a thorough background check and drug test(s) to ensure the safety and security of our workforce and clients.
For more information about LGC, please visit our website www.lgcgroup.com
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