Customer Experience Representative
Core
Primary interface between clients and the laboratory for daily phone interactions, routing requests to experts, and managing follow-ups to ensure timely responses.
Role type
Customer Service Representative
Builds
Client service support for laboratory testing and certification services
Domain
Food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries
Deliverable
client delivery
Required skills
Phone communication, email communication, MS Office, Basic Excel, Problem-solving, Multi-tasking, Record keeping
Preferred skills
Customer relations experience, Laboratory and scientific experience, Business experience in food/cosmetic/nutraceuticals/CPG
Responsibilities
Contact customers via phone, email, and video chat to communicate testing updates; Monitor testing report due dates and inform customers of delays; Route customer requests and complaints to appropriate team members; Collaborate with sales on current and new business opportunities; Assist with client literature dispersal and administrative projects.
Seniority
Entry-level