Company Description
Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.
Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
Job Description
The Client Service Specialist shall:
Customer Support (Primary Function)
- Manage inbound and outbound client calls and emails to address questions, requests, and service needs.
- Use active listening skills to confirm, clarify, and document client information accurately.
- Act as a primary point of contact for assigned clients, providing courteous, responsive, and professional support.
- Establish and maintain positive working relationships with clients by understanding their needs and expectations.
- Address routine client inquiries and concerns promptly; escalate more complex issues as needed.
- Provide basic technical or product support and assist in problem resolution under established guidelines.
SSR & Case Management
- Manage assigned Sample Service Requests (SSRs) from intake through resolution.
- Ensure SSRs are clearly documented, accurate, and understandable prior to submission to testing departments.
- Monitor SSR response times and follow up to support timely resolution and closure.
- Maintain detailed and accurate documentation of case activity and client communications.
Orders & Reporting Support
- Support order‑related workflows by coordinating with testing departments and internal teams.
- Manage send‑out and report workflows to help ensure results are released as they become available.
- Assist with corrected report workflows.
- Identify potential delays or issues and communicate appropriately within the team.
Requisition & Account Updates
- Assist with requisition updates and corrections according to established processes.
- Manage requisition archive workflows to ensure proper documentation and record retention.
- Maintain accurate client account and LabVantage (LV) updates within systems.
- Ensure all records are complete, timely, and compliant with documentation standards.
Client Communication & Follow‑Up
- Manage client support emails and ensure timely responses that meet service expectations.
- Maintain detailed documentation of all client interactions and follow‑up activities.
- Gather client feedback during routine interactions and share insights with the team.
- Monitor client usage and activity and flag concerns or trends when identified.
Collaboration & Escalation
- Work collaboratively with Account Executives, testing departments, and client service team members.
- Escalate complex, urgent, or unresolved issues to senior staff or management following established protocols.
- Communicate client feedback and service challenges to internal teams as appropriate.
Internal Coordination & Quality Compliance
- Assist with client operational notifications, such as FedEx delays or system outages, under guidance.
- Adhere to Eurofins DPT’s Quality Management System, including:
- Compliance with standard operating procedures
- Training requirements
- Good documentation and recordkeeping practices
- Ensure all client interactions meet ethical, legal, confidentiality, and data security standards.
Performance Expectations
- Meet established client service performance metrics, including response time and service quality.
- Demonstrate accuracy, professionalism, and consistency in daily client interactions.
- Maintain a collaborative, team‑oriented approach to achieving department goals.
- Actively participate in training and professional development to enhance client service skills.
- Contribute to a positive client experience by following processes and supporting continuous improvement efforts.
Qualifications
MINIMUM EDUCATIONAL REQUIREMENTS
- High school diploma or GED
Preferred Education:
- Associate's or bachelor's degree in a related field, such as biology or chemistry
WORK EXPERIENCE REQUIREMENTS
- 2-4 years of customer service support experience
- Strong verbal and written communication skills
- Effective time management, organizational skills, and the ability to multi-task and prioritize with minimal assistance
- Ability to partner effectively with management and laboratory teams
- Excellent communication, inter-personal, and negotiation skills
- Intermediate Excel, Word, PowerPoint, Outlook, and other systems
- Ability to work in a controlled environment and within Quality Systems under regulatory requirements
Preferred Qualifications:
Laboratory Experience: While not a strict requirement, we highly value candidates with prior laboratory experience. This could include internships, research assistant positions, or work in a similar scientific & health related setting.
POTENTIAL ENVIRONMENTAL FACTORS
- This laboratory carefully maintains all hazardous materials. All employees must abide by Eurofins DPT’s Safety and Exposure procedures.
- For a list of potential chemical hazards, see appropriate SDS standards sheet.
Additional Information
Compensation:
Schedule:
- 1st shift 0800-1630, Mon-Fri.
What we offer:
- Excellent full time benefits including comprehensive medical coverage, dental, and vision options
- Life and disability insurance
- 401(k) with company match
- Paid vacation and holidays
Eurofins USA Clinical Diagnostics is a Disabled and Veteran Equal Employment Opportunity employer.