Customer Services Coordinator

At ALS, we encourage you to dream big.

When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. 

The Customer Services Coordinator acts as a liaison between the customer base and the laboratory, processes requests, tackles general queries, prepares correspondence, and fulfils customer needs to ensure customer satisfaction.

The day to day:

• Responds to customer enquiries and provides a speedy and thorough resolution to customer issues and problems

• Day to day management of customers’ accounts ensuring that a proactive & interactive relationship is developed

• Redirects more complex queries to the relevant team members

• Proactive monitoring of sample progress through the laboratory to ensure that the customers’ requirements are met and any issues are identified

• Responds to all enquiries and delivers appropriate information or refers to appropriate function or people

• Participates in successful implementation or improvement initiatives

• Develops key relationships and dependencies with other business functions

• Co-ordinates the handling of difficult and/or unusual situations

• Ad hoc duties as required to ensure that the business directives are met

• Contributes to development of customer support strategies and plans

• Contributes to the establishment of best practices for customer support

• Flexible approach to work supporting and backfilling other team members when appropriate

• Demonstrate positive behaviours in line with company values, engaging with colleagues and promoting an ethos of integration & high performance

• Quality focus maintaining quality systems and compliance to regulations

About you

• Must hold a qualification in Science or have experience working in a laboratory

• Customer service experience within a commercial organisation, ideally within a similar environment

• Excellent planning, organisational and time management skills

• Effective communication skills both written & verbally

• Professional and flexible approach to work with a firm focus on the customer

• Experience with working with various IT systems including MS Office

• Ability to meet deadlines and work under pressure