Work with internal / external customers and the operations teams to retrieve and compile responses and/or resolve enquiries for customers in an efficient manner and within Company policies and performance guidelines
Provide technical knowledge and responses for customers, answer their queries, clarify results and provide testing guidance all in a timely manner
To ensure customer information and contacts are recorded correctly in a timely and appropriate manner by: - Entering, updating & maintaining customer information and contracts in LIMS - Recording all call reports/complaints/referrals/quotations etc. into LIMS & SharePoint - Following up on incomplete/incorrect work ensuring that corrective action is put in place to avoid repeats - Following up on incorrect invoices - Coordinating/arranging sample collections for local customers - Coordinating with subcontracted labs in getting quotes, reports and invoices
Prepare quotations for existing and new customers as per advice from Sales Team
Provide training for customers to utilize company's online portal as per request
Job Requirements
Technical/science tertiary qualifications or equivalent experience
Prefer Food Science or related discipline
At least 2 years customer service experience, preferably in laboratory testing industry
Excellent verbal and written communication skills
Possess strong interpersonal skills with the ability to communicate effectively
Efficient time management skills to stay focused on primary business objectives and multi-task in a fast paced, dynamic environment
