Job Description

GENERAL STATEMENT OF RESPONSIBILITY: Demonstrate professional etiquette and courtesy when communicating with customers and provide exceptional customer service by phone, fax, and email. Responsible for the timely and accurate processing of incoming supply orders and the completion of supportive functions in Toxicology Customer Service within established Service Level Agreements.

ESSENTIAL FUNCTIONS:

Level 1

• Process and complete all in-coming general supply order requests (billable/non-billable), to include rollout spreadsheets.
• Use order review tool to evaluate and adjust supply quantity requests.
• Email order confirmations to requesting clients.
• Generate and review Oracle un-booked report.
• Enter new Oracle billable and non-billable shipping addresses.
• Research and resolve order related issues.
• Communicate to department management processing delays and/or supply issues impacting clients and department service level agreements.
• Maintain daily electronic phone log.
• Handle incoming phone calls/emails and respond to client inquires and requests in a timely, friendly and helpful manner.
• Phone metrics daily average 35 calls per day.
• Assist clients with sample tracking and provide results status information as requested.
• Process all other general client requests: WebOasis password resets, CCF copies, retransmissions, billing authorizations, etc.
• Process account and panel modifications.
• Process demographic modifications.
• Provide clients with account information and established pricing.
• Review failed fax daily reports.
• Complete pending sample reports (O500s, CRL.CRL, etc.).
• Partner with workflow and certifying scientists to ensure timely processing of client requests.
• Communicate turnaround problems to management as it relates to testing, problem resolutions, completion of client requests.
• Interact with sales, accounting, and other departments to expedite workflow and resolve order issues.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
• Keep work area neat and clean.
• Other duties as assigned

Level 2

• Perform all duties of Account Coordinator Level 1.
• Process RMAs and resolve other order issues.
• Identify transmission issues and resolve or escalate when appropriate.
• Process management reports.
• Set up and maintain Ref1/Ref2 accounts.
• Set up and maintain WebOasis accounts and users.
• Oversee special client requests, including gathering necessary information, follow-up and report to Account Executive and Client Service Management.
• Map new panels in OVMS and relay panel codes and pricing to clients.
• Review client/MRO invoices as directed.
• Assign daily request workflow.

JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent

EXPERIENCE: 1 year of sales or customer service experience.

SKILLS & ABILITIES:

• Cooperative approach to client relations
• Well-developed interpersonal skills
• Ability to communicate professionally both verbally and written
• Proficient with Microsoft Applications (Excel, Word, Outlook)
• Detail oriented
• Strong organizational skills
• Adaptable and works well under pressure
• Analysis and problem solving skills
• Ability to handle multiple tasks
• Follow through and dependability
• Ability to prioritize and easily adapts to changing priorities
• Team oriented
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

The following physical attributes are required for this position:

• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists, and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds

EQUIPMENT: PC and communications equipment, Copier, Microsoft applications.

OTHER: Overtime as required to meet customer needs; to be determined daily. Weekend work as necessary.

The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.

• denotes essential job function

An Equal Opportunity Employer

Pay Range: $16.00 - $29.00

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement