Client Service Representative - Eurofins Experchem Laboratories, Inc.

at  Eurofins Canada Food testing

IN 2023, EUROFINS GENERATED TOTAL REVENUES OF EUR 6.515 BILLION, AND HAS BEEN AMONG THE BEST PERFORMING STOCKS IN EUROPE OVER THE PAST 20 YEARS.

Job Description
The Client Service Representative is responsible for managing customer relationships and supporting laboratory operations, with a focus on ensuring smooth communication, accurate sample handling, and exceptional client service. This role demands strong organizational skills, attention to detail, and the ability to effectively coordinate with customers, technical teams, and laboratory staff. A high level of professionalism and a commitment to maintaining confidentiality are essential.

QUALIFICATIONS

• Strong interpersonal skills and ability to collaborate with both customers and internal teams.
• Familiarity with food science and analytical testing methodologies.
• Fluency in English (reading, writing, and speaking).
• Ability to work independently with minimal supervision while maintaining high productivity.
• Ability to adapt to fast-paced and changing environments, multitasking effectively under pressure.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and experience with lab management systems such as eLIMS, EuroCSR.

EDUCATION:

• High school diploma required; Bachelor’s degree in Food Science or related field preferred.

EXPERIENCE:

• 1-3 years of customer service, inside sales, or related experience.
• Experience in the food industry or laboratory environment is a plus.
• Ability to demonstrate strong organizational skills and attention to detail.

ADDITIONAL SKILLS:

• High accuracy and attention to detail in handling client and sample-related information.
• Professional, friendly, and courteous in all interactions.
• Excellent communication skills, both written and verbal.
• Ability to work effectively under pressure while maintaining a high level of professionalism.

• Client Communication: Liaise with customers through phone, e-mail, and in person to address inquiries regarding ongoing and upcoming testing needs. Maintain and develop relationships with clients, ensuring their needs are met with professionalism and efficiency.
• Sample Management & Documentation: Log all incoming samples and ensure compliance with in-house SOPs. Deliver logged samples to the corresponding departments and archive completed samples in a timely manner. Maintain accurate sample registration records, including Sample Analysis Request Forms and customer communication records.
• Project Coordination: Manage scheduling of customer testing needs and projects. Coordinate project tracking and client management to ensure seamless service delivery.
• Data Management & System Utilization: Update and maintain account, contact, and pricing information in relevant systems (eLIMS, EuroCSR, etc.). Become proficient in using various Eurofins tools for sample and test request management, ensuring accurate documentation and communication.
• Customer Inquiries & Quotations: Process customer inquiries about standard testing services and generate quotations based on test codes and requirements. Coordinate with internal teams to determine the best analytical solutions for customer needs.
• Internal Coordination: Work closely with in-house and sister lab technical teams to ensure accurate sample processing and analysis. Ensure that all samples are verified and meet required methodologies.
• Client Onboarding & Support: Assist with the onboarding of new client accounts using CRM tools and other relevant software. Assist with the development and maintenance of client relationships and respond to client inquiries related to sample registration and testing services.
• Administrative Support: Perform various administrative duties, including creating memos, processing shipping requests, maintaining organized records, and handling routine office tasks such as filing, photocopying, and faxing.
• Compliance & Best Practices: Ensure regulatory compliance in all aspects of client service and sample handling. Assist in the creation of templates for stability/shelf life studies and other testing needs.