Job Description
Client Support Specialist - SureTech Labs
This position is located close to airport on the west side of Indianapolis and requires to be in the office 5 days/week. The Client Support Specialist - SureTech Labs role exists to provide excellent service to customers both internal and external. The position will help build a sustainable service organization that ensures SureTech's service support and customer experience meets or exceeds marketplace standard.
About Us: Join our dynamic team at Land O' Lakes, where innovation meets customer excellence! We are seeking a passionate and dedicated Customer Support Specialist to be the frontline hero for our laboratory customers. If you thrive in a fast-paced team environment and are excited about making a real impact, this is the perfect opportunity for you!
Key Responsibilities: Customer Support (~70%)- Frontline Service: Be the first point of contact for both internal and external laboratory customers, managing their experience from start to finish.
- Cross-Functional Collaboration: Work closely with our lab team and the Land O' Lakes team to ensure timely and efficient customer service. Answer calls and emails, resolving customer issues. Proactively monitor sample progress through the lab using lab software and inform customers as needed on delays or other lab-related issues.
- Account Management: Work proactively as a part of a customer support team to understand customers needs and offers strategies and solutions to support their business goals.
- Data Management: Provide routine data queries and trends for management and customers. Maintain price lists, documents, and sample submission forms. Support customer account record management and provide solutions to customer problems. Assist with invoice and billing management, credit card payments, and cash customers.
- Courier Coordination: Collaborate with courier partners to ensure smooth and cost-effective operation for sample delivery.
- Inventory Management: Manage inventory of customer sampling supplies at the lab and with warehouse partners, ensuring cost-effective solutions.
Improve Customer Experience (~15%)- Initiative Support: Implement customer-focused initiatives to enhance the overall customer experience.
- Process Improvement: Participate in and support SureTech strategies and other customer operations process improvement initiatives. Identify and track customer pain points, providing valuable insights to management. Recommend solutions to bridge gaps between desired and actual customer experiences by defining, tracking, and analyzing customer metrics
Sample Login Support (~10%)- Team Collaboration: Work closely with the sample receiving team to address questions related to sample submission and reach out to customers as needed. Assist with data entry in the login area seasonally as needed.
Reception and Building Support (~5%)- Front Desk Management: Manage the front desk and reception area, greeting guests and ensuring front door protocol is followed. Manage badges for full-time and seasonal employees as needed. Assist in accessing and monitoring building security systems when required. Oversee breakroom supplies for guests and employees.
Qualifications: - 2 years' customer service experience.
- Strong customer service skills with a passion for helping others.
- Ability to work collaboratively with cross-functional teams.
- Detail-oriented with strong organizational skills.
- Proficiency in data management and analysis.
- Proficient in MS Office Word, Excel, PowerPoint, TEAMS
- Experience in a laboratory or similar environment is a plus but not required.
- Experience in JDE, Ariba, Toscana, or Lab Vantage LIMS is also a plus but not required.
Why Join Us?- Be part of a company that values innovation and customer satisfaction.
- Work in a supportive and collaborative environment.
- Have a direct impact on customer satisfaction by managing interactions and implementing process improvements, making a tangible difference in our customers' experiences.
If you are ready to take on a challenging and rewarding role, apply now to join our team at Land O' Lakes and make a difference in the lives of our customers!
The hourly range is $18.35 - $27.52/hr. In most cases, candidates offered employment can expect to be hired at a pay rate near the middle of our salary ranges.
About Land O'Lakes, Inc. Join us and be part of a Fortune 250, farmer- and member-owned cooperative that is reimagining the business of food. We have been named a Top Workplace by Indeed and LinkedIn, and to the TIME 100 Most Influential Companies list.
Benefits for most full-time roles include medical, dental, vision, PTO, life & disability insurance, education assistance, a 401k and a variety of well-being resources. Most part-time employees are eligible for prorated PTO, holiday pay, employee development programs, prorated education assistance, and a 401(k).
Land O'Lakes, Inc. is an Equal Opportunity Employer (EOE) M/F/Vets/Disabled. The company maintains a drug-free workforce, including post-employment substance abuse testing pursuant to a Drug and Alcohol Policy.
Neither Land O'Lakes, nor its search firms, will ever contact you and ask for confidential information over the phone or in email. If you receive a call or email like this, please do not provide the information being requested.
Job Tags
Hourly pay, Holiday work, Permanent employment, Full time, Part time, Seasonal work,