Client Services

Job Description: Client Services

Reports to: Director of Project Management
FLSA Status: Non-Exempt (hourly)
Pay Band:
Effective Date: January 15th, 2025

Purpose

As an employee of Neilson Research Corporation (NRC), your contribution is vital to our success. Our mission is to deliver the highest quality analytical testing services to our customers while maintaining efficiency and cost-effectiveness. By meeting and exceeding customer expectations, we strengthen their trust, encourage continued business, and earn their recommendations to others. Your work plays a crucial role in shaping NRC’s reputation and ensuring our position as Oregon’s largest accredited environmental testing laboratory.

Neilson Research Corporation (NRC): Employee Expectations and Responsibilities

• Adheres to NRC policies including but not limited to the confidentiality policy, ethics policy, and workplace anti-harassment and anti-bullying policy.
• Adheres to NRC Standard Operating Procedures (SOPs).
• Follows the guidelines in the Chemical Hygiene Plan and basic safety requirements.
• Carries out responsibilities as required to meet workload demands.
• Reports to work on time prepared to perform duties of position.
• Meets NRC standards for quality of work and productivity.

Position Summary

The Client Services position is a role responsible for providing exceptional customer service to our clients and ensuring accurate and timely sample log in. Working under the supervision of senior staff, this role demands strong attention to detail along with excellent organizational and communication skills. This position is responsible for working independently one to two days a week in the Grants Pass satellite office.

Key Responsibilities

Sample Login

• Log samples into the LIMS according to the Chain of Custody, NRC requirements, and client specific requirements.
• Maintain accurate and up-to-date client records and sample information.

Compliance

• Understand regulatory sample acceptance requirements.
• Understand state and federal testing requirements to assist client inquiries.

Communication

• Maintain regular communication with supervisors and team members.
• Communicate with laboratory and project management staff regarding short holding times, rush analysis, or unique circumstances.
• Excellent communication with clients.
• Answer incoming calls and respond to client inquiries in a timely and efficient manner.

Shipping and Receiving

• Accept coolers and samples from clients and delivery services.
• Ship bottle orders as directed.

Workspace Hygiene

• Maintain a clean, organized, and safe working environment for you and your coworkers by following all NRC protocols and regulations.

Supplies

• Monitor office supplies and bottle inventory to ensure continuous operation.

Professional Conduct

• Maintain a positive and respectful attitude in the workplace.
• Demonstrate reliability, attention to detail, and a commitment to high-quality data.
• Contribute to team success by meeting deadlines and responsibilities, valuing others' opinions, supporting goal achievement, welcoming newcomers, and fostering a cooperative and inclusive atmosphere.

Department-specific Checklist

• Follow and complete Client Services checklist.

Qualifications and Education

Minimum High School Diploma. Bachelor’s degree in Chemistry, Biology, or related field is preferred.

• Strong attention to detail, organizational skills, time management skills, and the ability to multi-task.
• Excellent written and verbal communication skills.
• Ability to work independently or as part of a team.
• Proficient in Microsoft Office (Word and Excel)

Minimum Experience

Entry-level.

Language Skills

Must be able to read, write, and speak proficiently in English without an interpreter. Ability to read and comprehend company policies and SOPs.

Physical Demands

The physical requirements outlined here represent the conditions an employee must meet to effectively perform the essential functions of this role. Reasonable accommodations can be provided to support individuals with disabilities in fulfilling these duties.

While performing the duties of this job, the employee may occasionally be required to stand, walk, sit, squat, push, use hands and fingers for manual tasks, operate computers, keyboards, monitors, and telephones, reach with hands and arms, and use hearing abilities.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee is required to possess and maintain a valid driver’s license with a clean driving record.

Work Environment

The work environment characteristics outlined here represent the conditions an employee must meet to effectively perform the essential functions of this role. Reasonable accommodations may be provided to support individuals with disabilities in carrying out these functions.

The majority of the employee’s duties are performed indoors, either in an office setting or a laboratory environment. The employee may encounter typical outdoor weather conditions when entering or exiting the buildings. Additionally, the work environment includes exposure to office cats. The noise level is generally moderate to loud.

Additional Information

This position provides opportunities for professional growth and development. The Client Services will contribute significantly to the laboratory's success and compliance with industry standards.