Client Service Representative - Eurofins

Company Description

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

Eurofins is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Essential Duties and Responsibilities:

• Demonstrates and promotes the company vision
• Regular attendance and punctuality
• Serve as project manager for clients' samples, keeping clients informed of status and TAT and lab informed of client requirements
• Balance client needs and satisfaction with internal laboratory requirements for project success (act as advocate to both) and ensures that information is distributed to all who need it
• Obtains necessary information for quote preparation, Audits, and sample paperwork at required times
• Schedules, coordinates, and participates in client conference calls as needed; attends meetings with technical groups as needed
• Assess client satisfaction by entering client concerns and complaints into the complaint management system; works with Laboratory Management to assist with resolution
• Maintain supply inventory and verify invoices are correct
• Assist in management of invoices for supplies and client billing. (Both internal and external)
• Responsible for managing outsourced samples with partner Eurofins laboratories to ensure timely COA release for clients
• Preparing samples to be sent to sister labs or other contract labs for subcontracted work
• Responsible for processing online electronic orders from clients and sister labs
• Works with external and/or internal courier services to ensure timely arrival and delivery of samples
• Assists in coordinating logistics of courier routes when needed
• Understand and follow Quality System documents relevant to responsibilities, e.g., Quality Manual, SOPPs, and Methods
• Registration of incoming samples, maintaining a neat and accurate record system of work performed on a daily basis and as needed for quality control tests or regulatory purposes
• Enter the sample data into Eurofins labware management system in a timely and accurate manner
• Assist in completing laboratory testing on all incoming samples in an accurate, efficient and timely manner; ensure sample turnaround time goals are met or exceeded (as needed)
• Adhere to appropriate quality measures to meet or exceed the standards set by government regulatory, and company requirements relevant to assigned duties. Adhere to all health, safety, and environmental regulations relative to assigned analytical work; maintain and assist others in maintaining a clean, safe work environment. Identify process difficulties and report these together with proposed solutions to supervisor
• Maintain cooperative working relationships with all company employees. Communicate professionally, timely, and clearly to co-workers. This includes "intra" and "inter" departmental employees
• Promote the company image through the exercising of sound and ethical business practices as related to the public and our customers
• Continually strive to improve the quality of work we provide to our clients through existing and new technologies
• Perform other related duties as assigned including appropriate aseptic prepar