Customer Service Administrator

Job Summary:

We are seeking a dedicated and detail-oriented Customer Service Administrator for a temporary contracted position. This role involves managing and streamlining client inquiry processes, collaborating with cross-functional departments, and providing exceptional customer service. The ideal candidate will possess strong organizational skills, effective communication abilities, and a proactive approach to problem-solving. This position provides benefits and has the potential to become a direct hire, though this outcome is not guaranteed.

Core Responsibilities:

Client Inquiry Management:
Oversee, navigate, and manage the primary distribution box for client inquiries.
Create and manage CMs for all inbound client requests, ensuring proper routing through the appropriate channels and individuals.
Respond to, route, and provide support for all client inquiries not related to quote creation.
Cross-Functional Collaboration:
Collaborate with cross-functional departments to gather, research, and document project or company-related information.
Correct and update CMs based on information provided by clients or Covalent employees.
Pre-Execution Sample Process Management:
Manage and follow up on all pre-execution sample processes, including those quoted with samples and those accepted without samples.
Customer Service:
Address all customer service requests with appropriate actions, including scheduling meetings and making phone calls as needed.
Client Communication:
Manage client communication via email and the DT system, ensuring all inquiries are addressed in a timely manner.
Invoicing Support:
Provide light invoicing follow-up assistance as required.

Qualifications:

Bachelor’s degree or equivalent experience in a related field preferred.
Previous experience in a client-facing or administrative role is advantageous.
Strong organizational and multitasking skills.
Excellent written and verbal communication abilities.
Proficiency with email systems, Microsoft 365, and CRM systems; preference for Hubspot or Salesforce
Ability to work seamlessly and collaboratively with cross-functional teams.
Strong attention to detail and problem-solving skills.

About us:

Company's mission is to level the playing field and ensure that clients of all sizes have access to outstanding data generated quickly and cost-effectively. High quality experimental data is the lifeblood of any successful commercial R&D program. Too many companies operate blindly without critical data because the proper tool is not available in-house and sending samples out to service labs can be slow, frustrating, and expensive. Data that is generated in-house can be unreliable or imprecise if tools are not properly calibrated, are obsolete, in disrepair or not properly operated.

Company's Analytical Services and Metrology Partners units are open for business and on a mission to provide and enable better, faster, and cheaper data for every client. Company now has over 500 customers in 20+ industries and a new 24,000 ft lab in Sunnyvale, CA houses >$10M in state-of-the-art analytical instrumentation.

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Customer Service Administrator