Certified Group is a leading North American provider of laboratory testing, regulatory consulting, and certification & audit services. The Certified Group of companies includes Food Safety Net Services (FSNS), Certified Laboratories, EAS Consulting Group, and Labstat International Inc. The Certified Group provides analytical testing and regulatory guidance services in the food & beverage, dietary supplements & NHP, cosmetics, OTC, personal care, tobacco, cannabis, nicotine, and hemp industries.

We are currently looking for a Client Success Representative to join our growing team!

In this key role you will traffic leads, manage and grow a subset of accounts, and serve as the customer success representative on their assigned accounts. You will investigate all incoming leads and assign them to the appropriate salesperson or role for follow-up and execution of quotes. You will support the field sales team in quote generation and pulling in-lab information for the field sales team. They will work with other areas of expertise to ensure timely generation of accurate quotes and relay them to the field salesperson for customer delivery. They will also provide more simplistic quotes for their customers, and if needed, customers supported by our field sales team. This role will be the sole sales interface for their assigned leads and accounts. They will work to uncover and secure opportunities, close sales, and manage the entire customer interaction with the objective of increasing revenue and profitability. In addition, they are the primary interface between their assigned clients and the laboratory for daily phone interactions and routine daily client requests. This role is responsible for all client services work necessary to support their accounts to include administration of client profiles, sample submissions, and related duties. You will route requests to the appropriate expert: Director of Laboratory Technical Services, Technical Supervisor, Lab Manager, as well as other subject matter experts to assist clients, managing follow-up to ensure responses are received by the customer in a timely manner.

ESSENTIAL RESPONSIBILITIES:

• Works directly with clients, technical teams, and sales to secure opportunities, uncover additional opportunities, and ensure the optimum customer experience while increasing revenue and profitability for their assigned accounts.
• Provides proactive service to include contacting customers via phone, email, video chat and other means to grow their business and to communicate relevant information and updates about their testing.
• Monitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
• Ensures all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
• Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director.
• Utilizes Salesforce to enter customer opportunities and correspondence to manage sales process and close opportunities. Obtains client identifiers for use in LIMS contracts. Ensures all complaints are followed up and closed.

• Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely close of each case.
• Carries out client requests per instructions and keeps appropriate record for billing and management review.
• Collaborates with sales on account graduation opportunities.
• Assists management in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects, and standard operating procedures.
• Awareness of processes, procedures, and techniques in accordance with the Certified Group's Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

MINIMUM QUALIFICATIONS:

• One or more years of experience in customer relations or sales to include customer service, account management, inside sales, MS Office software usage, and Salesforce usage preferred.
• Bachelor's degree in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired.
• Laboratory and scientific experience are a plus.
• Equivalent combination of education and experience acceptable.
• Read and comprehend instructions, correspondence, and memos and convert them into action.
• Effective verbal and written communication skills strong problem-solving and decision-making skills.
• Commitment to detailed, accurate, and timely results.
• Ability to multi-task, plan, and organize.
• Collaboration skills and solution-oriented thinking are essential.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Compute rate, ratio, and percent and the ability to draw and interpret bar graphs.
• Microsoft Suite and Basic Excel skills are essential.
• Basic knowledge of financial software (ERP) and Salesforce (CRM).
• Some schedule flexibility will be required as work load my vary from week to week.
• Some overnight travel may be required for customer visits and tradeshow participation.
• Ability to work constructively with others in a traditional office environment.
• Ability to analyze and interpret financial data.
• Comfort with prolonged sitting and viewing of computer screens.
• Work effectively under stress with interruptions and deadlines.
• Ability to think logically and plan strategies to achieve desired outcomes.

BENEFITS:

• Progressive 401k Retirement Savings Plan
• Employer Paid Short- Term and Long-Term Disability, and Life Insurance
• Group Medical
• Tuition Reimbursement
• Flexible Spending Accounts
• Dental
• Paid Holidays and Time Off
• Many positions which qualify for the company bonus program

Certified Group values diversity in its workforce. The company is firmly committed to a policy of Equal Opportunity and will administer its policies in a manner that treats each employee and applicant for employment on the basis of merit. Certified Group will take affirmative action to seek out qualified applicants without regard to race, color, religion, sex, national origin, age, handicap, or veteran status.