Account Management Lead/CSR

Exciting opportunity at a Big Brand! Motivated and experienced Customer Service/Account Representative Lead to join our external Customer Service department. This position will be responsible for:
• Create/lead efficiency strategies and value added workstreams for the CS team
• Act as the liaison between CS and Ops and CS and Sales
• Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the External Sales, Sample Handling and Quality Teams, along with Lab Analysts, and Scientists.
• Managing a portfolio of 15-25 tier 1 customers; ensuring their needs are being met.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), preferred candidate will demonstrate strong relationship and client repour skills.

Key Responsibilities
Customer Service
• Answer customer inquiries via phone or email in a 24-business hour period
o Service capabilities, Results status, Results interpretation, etc.
• Handle customer complaints and facilitate resolution and act as the escalation point for other CS team members
• Handles all data recalls on the customer side
• Attend DDS to represent all CS needs and updates for Ops
• Demonstrate empathy and support during customer turndowns
o (sample matrix issues, updates to customer's expectations)
• Generate quotes for testing - upsell where applicable
• Generate Mock Nutrition Facts Panels via Genesis software
• Submit requests for reruns and additional testing through LIMS
• Set up conference calls with customers and facilitate, when needed
• Build new customers in LIMS and update existing customer records when needed
• Monitor the Customer Service Dashboard in LIMS (i.e. Analyst Notes, etc.)
• Enter action items in LIMS for changes to testing and rerun requests
• Ensure customers are getting results as soon as possible
• Send Prelim Reports to customers, if needed

Contact Approvers to push through Final Reports, if needed
• Pull historical data upon request
• Log all customer communications in Salesforce
• Assist with customer information Echo review as time allows
• Communicate weekly updates on submission trends and phone/email metrics

Account Management
• Responsible for managing client communications to ensure customer satisfaction and support with any service-related issues that result in escalation.
• Own large and specialty projects for the account. Set internal and external strategy for these projects to ensure execution success.
• Maintain a deep understanding of all of Medallion's services and capabilities and apply them to customer conversation and needs.
• Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Minimum Requirement
• Minimum of 3-5 years' experience in customer service and/or account management
• AS or BS degree in science-related field
• Proficiency in Microsoft Office, LIMS and Salesforce

Key Skills and Competencies Required
• Strong time management and prioritization skills
• Excellent interpersonal, communications and business management skills
• Team Player
• Previous analytical lab experience a plus

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