ESSENTIAL FUNCTIONS:Level 1Process 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, CRL subsidiaries, legal entities 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 assignedLevel 2Perform 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.JOB QUALIFICATIONS:EDUCATION: High School Diploma or equivalentEXPERIENCE: 1 year of sales or customer service experience.SKILLS & ABILITIES:Cooperative approach to client relationsWell-developed interpersonal skillsAbility to communicate professionally both verbally and writtenProficient with Microsoft Applications (Excel, Word, Outlook)Detail orientedStrong organizational skillsAdaptable and works well under pressureAnalysis and problem solving skillsAbility to handle multiple tasksFollow through and dependabilityAbility to prioritize and easily adapts to changing prioritiesTeam orientedAbility to be at work and on timeAbility and judgment to interact and communicate appropriately with other employees, clients and managementPHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.The following physical attributes are required for this position:Sitting for extended lengths of timeClose vision requirements due to computer workRepetitive use of hands, fingers, wrists, and elbows for operating a computer and telephoneLight lifting, up to 10 poundsEQUIPMENT: PC and communications equipment, Copier, Microsoft applications.OTHER: Overtime as required to meet customer needs; to be determined daily. Weekend work as necessary.
2 months ago