Senior Customer Support Specialist

Posted on Apr 16, 2019 by DYNALABS

Saint Louis, MO 63103
Call Center & Customer Service
Immediate Start
Annual Salary
Full-Time

Job Summary:

  • Provide orientation to new and existing customers on website interactions (e.g. registration, sample submission, sample inquires, service agreements, etc.)
  • Provide responses to customers based on in-bound inquiries via email, phone, and web forms (e.g. sample inquiries, status of tests), general pricing questions
  • Triage and escalate customer concerns to Technical Services and/or Account Managers (Regional Account Manager/National Account Manager)

Essential Job Functions:

  • Expertise in providing customer service and support for our existing product and service portfolio to our existing customer base as well as new customers
  • Assist account managers in cross selling and upselling
  • Expertise in promoting DYNALABS programs (including but not limited to: Continuous Quality Improvement (CQI), validation work, stability studies, method development) to our customer base
  • Support laboratory operations and facilitate communication with customers regarding sample issues or customer inquiries
  • Provide operational and logistics support for repackaging facilities (503b), 503a, hospital and CRM clients
  • Answer all customer phone calls and respond to inquiries
  • Log customer complaints in our Customer Complaint system
  • Log all client interactions in proprietary CRM (Customer Relationship Management) portion of DYNALABS website
  • Demonstrate strong communication skills, both verbal and written
  • Aptitude for cross-selling and upselling
  • Versatile and adaptable to work environment requirements
  • Highly efficient, accustomed to multitasking in a deadline-driven environment
  • Capable of completing projects independently
  • Assume responsibility for the accuracy and timeliness of completed work
  • Must have a positive attitude, be self-motivating and dependable
  • Must be a team player and work well in a team environment
  • Must be able to problem solve and communicate solutions clearly internally and to customers

Work Experience:

  • 5 - 10 years of customer service experience and/or sales experience
  • Experience with Microsoft Office products and other software tools as needed
  • Experience with pharmaceutical industry, microbiology, or chemistry

Education

  • BA/BS degree level in technical discipline, e.g. science, engineering, or technology

Reference: 694328528

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