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. 

SPECIFIC DUTIES:

• Perform all duties of Account Coordinator Level 1 & 2.
• Manage daily requests and workflow assignments.
• Phone queue daily average metrics of 30 calls.
• Ensure all pending sample reports are completed daily.
• Review and resolve daily internal error email notifications, i.e. AppHub, no reply, etc.
• Work with clients to resolve FormFox issues, as related to account management.
• Add new locations/branches for existing accounts. 
• Process billing, invoice and MRO account changes.
• Utilize the ServiceNow Tool to create Incidents and/or Requests.
• Resolve escalated reporting issues, engaging IS, if necessary.
• Assist clients with billing, invoicing, and pricing questions.
• Work with accounting to review and correct pricing errors.
• Assist with escalated calls/requests.
• Lead in missing sample investigation; escalate to Client Care Analysts, if needed.
• Process/update existing MRO information.
• Assist Team Leads with training.
• 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.

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JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent

EXPERIENCE: 3 years 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:

• Sitting for long periods of time; lifting up to 25 lbs.

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.

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