Job Title: Customer Care Coordinator
Reports To: Director of Operations
Location: Middleton, WI 53562
Genetic Visions-ST “GVI” is an advanced genomic and genetic services provider to the livestock industry. GVI uses state-of-the-art genomic and genetic profile services for bovine and swine producers to identify genomic potential, gene markers and specific genes that influence economically important production traits, animal health and viability while aiding producers in animal selection in breeding programs. GVI is a division of STgenetics™, the most progressive livestock genetics company in the world as well as a provider of global commercial services including sex-sorted sperm and genetic and genomic-based livestock embryo production for elite male and female production and development.
Position Description
The Customer Care Coordinator (CCC) is the primary person interacting with the customer to ensure an excellent level of customer support. In this role they will be responsible for overseeing Sample Reception, including communication of issues with the customers. The CCC supports Accounts Receivable in performing financial duties for the laboratory including but not limited to preparation of sample files for invoicing and receiving payment for services. The CCC also reports genotyping and genomics results to customers.
Duties and Responsibilities
- Assists Accounts Receivable for invoicing for testing performed including the reconciliation of the samples processed each month
- The interface between customers and laboratory staff
- Welcomes visitors/customers by greeting them in person or on the phone
- Addresses inquiries in an efficient, pleasant, and courteous manner to ensure a positive image of the company
- Supports customers with order creation and training in the LIMS system
- Responsible for finalizing the customer account creation process
- Under ISO17025 guidelines, this role serves as a point of communication with customers regarding customer complaints
- Oversees sample reception for the laboratory (both bovine and porcine samples)
- Assist with PowerPoint presentations for internal and external meetings
- Submits incoming payments for services provided by the laboratory to Accounts Receivable
- Reports Marker Test results to customers
- Handle SNP transfer and ID change requests as well as other requests made by customers
- Participates in Management Team Meetings
- Identifies and Participates in Continuous Improvement initiatives
- Works with minimal oversight after training period as this is a supervisory position
Qualifications
- Excellent verbal and written communication skills
- Experienced with Microsoft Office products with an emphasis on Excel and PowerPoint
- Excellent problem-solving, organizational and time management skills
- Ability to multi-task and adjust to changing priorities
- Comfortable in a scientific environment
- Knowledgeable about genetics and the dairy industry experience strongly preferred
- Bachelor’s degree or associate degree with 3 years’ experience
Genetic Visions / STgenetics® is an Affirmative Action EEO employer. All qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or any other characteristic protected by law. Genetic Visions / STgenetics® participates in the E-Verify Employment Verification Program. Genetic Visions / STgenetics® is not currently accepting unsolicited resumes from search firms. Regardless of past practice, all resumes submitted by search firms to any employee at Genetic Visions / STgenetics® via-email, the internet or directly to hiring managers at Genetic Visions / STgenetics® in any form without a valid written agreement in place for that specific position, will be deemed the sole property of Genetic Visions / STgenetics®. As a result, no fee will be paid in the event the candidate is hired by Genetic Visions / STgenetics®.
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work setting:
Application Question(s):
- Do you know about genetics and the dairy industry? If so, please share a short summary.
Work Location: In person