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20 Jun
Account Coordinator - Tox
Kansas,

Vacancy expired!

GENERAL STATEMENT OF RESPONSIBILITY: Demonstrate professional etiquette and courtesy when communicating with customers and provide exceptional customer service by phone, fax, and email. Responsible for the timely and accurate processing of incoming supply orders and the completion of supportive functions in Toxicology Customer Service within established Service Level Agreements.


SPECIFIC DUTIES:


Level 1


Process and complete all in-coming general supply order requests (billable/non-billable), to include rollout spreadsheets.


Use order review tool to evaluate and adjust supply quantity requests.


Email order confirmations to requesting clients.


Generate and review Oracle un-booked report.


Enter new Oracle billable and non-billable shipping addresses.


Research and resolve order related issues.


Communicate to department management processing delays and/or supply issues impacting clients and department service level agreements.


Maintain daily electronic phone log.


Handle incoming phone calls/emails and respond to client inquires and requests in a timely, friendly and helpful manner.


Phone metrics daily average 35 calls per day.


Assist clients with sample tracking and provide results status information as requested.


Process all other general client requests: WebOasis password resets, CCF copies, retransmissions, billing authorizations, etc.


Process account and panel modifications.


Process demographic modifications.


Provide clients with account information and established pricing.


Review failed fax daily reports.


Complete pending sample reports (O500s, CRL.CRL, etc.).


Partner with workflow and certifying scientists to ensure timely processing of client requests.


Communicate turnaround problems to management as it relates to testing, problem resolutions, completion of client requests.


Interact with sales, accounting, and other departments to expedite workflow and resolve order issues.


Maintain and protect the confidentiality of all CRL and client information.


Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.


Keep work area neat and clean.


Other duties as assigned


denotes essential job function


Level 2


Perform all duties of Account Coordinator Level 1.


Process RMAs and resolve other order issues.


Identify transmission issues and resolve or escalate when appropriate.


Process management reports.


Set up and maintain Ref1/Ref2 accounts.


Set up and maintain WebOasis accounts and users.


Oversee special client requests, including gathering necessary information, follow-up and report to Account Executive and Client Service Management.


Map new panels in OVMS and relay panel codes and pricing to clients.


Review client/MRO invoices as directed.


Assign daily request workflow.


Maintain and protect the confidentiality of all CRL and client information.


Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.


Keep work area neat and clean.


Other duties as assigned


JOB QUALIFICATIONS:


EDUCATION: High School Diploma or equivalent


EXPERIENCE: 1 year of sales or customer service experience.


SKILLS & ABILITIES:


Cooperative approach to client relations


Well-developed interpersonal skills


Ability to communicate professionally both verbally and written


Proficient with Microsoft Applications (Excel, Word, Outlook)


Detail oriented


Strong organizational skills


Adaptable and works well under pressure


Analysis and problem solving skills


Ability to handle multiple tasks


Follow through and dependability


Ability to prioritize and easily adapts to changing priorities


Team oriented


PHYSICAL REQUIREMENTS:


Sitting for long periods of time


Lifting up to 25 lbs.


EQUIPMENT: PC and communications equipment, Copier, Microsoft applications.


OTHER: Overtime as required to meet customer needs; to be determined daily. Weekend work as necessary.


denotes essential job function


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Vacancy expired!


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