Job Description:
• Serve as the primary point of contact for escalated or complex client inquiries, responding promptly and professionally via phone, email, and web.
• Drive territory growth and retention by resolving cases with urgency, accuracy, and a high degree of customer satisfaction.
• Maintain comprehensive and precise documentation of all communications, follow-up activities, and resolution steps in Salesforce and LIMS.
• Ensure strict adherence to SOPs, quality standards, and compliance requirements while identifying opportunities to streamline processes.
• Independently manage order workflows, proactively engaging with healthcare professionals to gather missing or critical information to ensure accurate order fulfillment.
• Collaborate with Clinical Laboratory, Commercial, and Operations teams to troubleshoot issues and implement scalable solutions.
• Manage the release, correction, and re-delivery of patient reports with a focus on timeliness and accuracy.
• Leverage Salesforce and integrated systems to track, manage, and communicate case progress effectively.
Requirements:
• Bachelor’s degree preferred; high school diploma or equivalent required, along with relevant experience.
• 0-2+ years experience working with customers within biotech, life sciences, diagnostics, or healthcare sectors is highly preferred.
• Proven proficiency using Salesforce.com and Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Strong computer skills, preferably in a Mac environment.
• Ability to multitask and manage multiple projects independently, demonstrating good judgment and self-discipline.
• Experience working effectively in a collaborative team environment.
• Flexibility regarding working hours based on operational needs.
Benefits:
• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities
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