Customer Experience Agent

The Customer Experience Agent is responsible for engaging with BioIVTs customers in a positive helpful and professional manner. The ideal candidate can work independently under pressure and balance competing priorities in a resultsoriented work environment.

This position will ensure compliance with Environmental Health and Safety (EHS) policies standard documentation practices Standard Operating Procedures (SOPs) and Good Laboratory Practice (GLP) regulations General Accepted Accounting Principles (GAAP) and other Regulatory Guidances as applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned.

Build and maintain relationships with new and repeat customers and ensure their satisfaction throughout the entire sales process

Manage certain key accounts as assigned and serve as our clients point of contact throughout the entire ordering process for all projects assigned

Assist clients by generating detailed quotes as well as processing orders tracking open existing orders

Develop an understanding of how the division operates and the products and services offered

Communicate effectively pleasantly and in a timely fashion with customers to answer all questions and client inquiries

Serve as a liaison between our clients and all internal departments

Provide ongoing support to the business development field team

Manage opportunities in Salesforce

Assist with training new team members

TELECOMMUTING REQUIREMENTS (if applicable):

While telecommuting the employee is required to have a designated inhome workspace and reliable internet connection.

TRAVEL

This position may require up to 5 % travel over the course of a year.

QUALIFICATIONSTo perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelors Degree in science preferred
• At least 2 years experience in a client services position
• Clinical Research Coordinator experience a plus
• Customer serviceoriented attitude
• Commitment to quality

Other Skills and Abilities

• Ability to problem solve
• Excellent written oral and interpersonal communication skills
• Highly selfmotivated selfdirected organized and attentive to detail
• Ability to effectively prioritize and execute tasks in a highpressure environment
• Ability to work both independently as well as on a team in a collaborative environment
• Computer savvy and ability to adapt quickly to new technologies
• Proficiency in Microsoft Office Suite (Outlook Excel and Word

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A fulltime Monday through Friday workweek with general business hours and flexibility to occasionally work additional hours as needed and approved by management.

Administrative While performing the duties of this job the employee will be working in professional office environment using standard office equipment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities duties and skills required for the position. To perform this job successfully the employee must possess the abilities or aptitudes to perform each duty proficiently. Employees will be required to follow any other jobrelated instructions and to perform other jobrelated duties requested by their supervisor in compliance with Federal and State Laws. All job requirements are subject to modification to reasonably accommodate individuals with disabilities. Continued employment remains on an atwill basis unless otherwise contractually bound.