CLIENT SPECIALIST

POSITION OVERVIEW AND KEY RESPONSIBILITIES

The Client Specialist (CS) is a full-time, on-site entry level position that primarily supports testing department client account operations. This position works closely with Pacific BioLabs Testing Department Management and Client Services in ensuring that Client/Sponsor testing needs are met. The duties of the CS focus on two key areas: 1) sample receipt, verification and storage (i.e., Department Log-in), and 2) supporting Client Account Managers with quote generation, client follow-up, and/or client requests. Other duties may be assigned at the discretion of individual Department Management and/or the Manager, Client Services. Note that the CS is not an outward “client facing” position; however, the CS may be called upon to interact directly with clients in addressing their testing needs.

The Client Specialist has a dual reporting structure reporting to Testing Department Management (e.g., for testing department specific activities) and to the Manager, Client Services (e.g., for activities associated with client account operations). The CS will work closely with Client Account Manager’s but will also be expected to communicate effectively with all members of the sales and technical staff, including Business Development.

Primary duties of the CS will focus on laboratory sample management with secondary duties supporting sales activities. Laboratory responsibilities include but are not limited to sample receipt, verification and storage, study file preparation, and project database accuracy. Sales activities include but are not limited to coordinating and preparing price quotations on behalf of Client Account Managers, assisting in the invoicing/billing process, and performing client follow-ups.

The Client Specialist is expected to have a working knowledge and understanding of the testing department in which they operate, as well as the services PBL offers. This position is integral to Pacific BioLabs and presents the employee with an opportunity to learn many aspects of the overall business operations of the company.

TESTING DEPARTMENT SUPPORT RESPONSIBILITIES

Primary responsibilities include but are not limited to

  • On a daily basis perform sample verification at the time of receipt per PBL SOP
  • On a daily basis perform department log-in that includes proper storage according to client specifications; this includes management of controlled substances and corresponding documentation
  • In association with Client Account Managers, prepare study files according to testing requirements and PBL SOP
  • Process and send samples for subcontracted work, when applicable
  • Assist in protocol preparation for routine testing
  • Track status of department studies in meeting timelines for study completion and Report of Analysis delivery, when applicable
  • Assist with facilitating completion of Client-related documents such as MSA’s, NDA’s, and SOW’s

DEPARTMENT SALES SUPPORT RESPONSIBILITIES

Primary responsibilities include but are not limited to

  • When requested and on behalf of Client Account Managers, follow-up on non-binding estimates and formal quotes with Clients (primarily by email)
  • When tasked and on behalf of Client Account Managers, prepare formal quotes for current and prospect clients
  • Assist with invoicing and billing processes that includes review of billing sheets to ensure all testing costs have been captured
  • May assist Client Account Managers in maintaining the prospect client database that includes database searches and data exports
  • Manage new client testing requests (if needed)
  • Participate in marketing/sales meetings and quote review meetings
  • Through execution of assigned tasks, deliver the highest level of customer service

BASIC QUALIFICATIONS

  • Four-year undergraduate degree (e.g. B.S. or comparable), with 3+ years experience in a client-facing role and degree in a relevant field (e.g. life sciences) preferred

PREFERRED QUALIFICATIONS/SKILLS

TECHNICAL SKILLS

  • Must have excellent organizational skills; must be able to prioritize diverse tasks
  • Must possess solid critical thinking skills; must be able to anticipate and solve problems in a systematic manner
  • Familiarity with Microsoft Word and Excel and laboratory based data management systems

INTERPERSONAL SKILLS

  • Excellent communication skills (written and verbal) required. Must be able to communicate complex ideas in easily understandable terms. Must enjoy meeting and interacting with people on a daily basis
  • Professional telephone manner essential
  • Must be able to handle confidential information with discretion
  • Must be able to work well with others and function as part of a team
  • Must be able to work with persons of diverse background

WORKING CONDITIONS/PHYSICAL ABILITIES

  • All activities will be performed in a cGMP and GLP environment
  • Ability to lift up to 50 pounds
  • Ability to work weekends, when needed
  • Job requires mobile use of hands and arms
  • Must be able to work at a computer terminal for up to three hours at a time and for up to eight hours on a given day

Salary will be commensurate with education and experience. A benefits package including medical, dental and 401(k) is also offered.

Pacific BioLabs is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected factors.

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