Customer Liaison Officer
About this role
Alpha Scientific is at the forefront of chemical and microbiological testing, reliably providing organisations with detailed analysis of water and air quality.
We are a team of highly skilled and trained scientists who work from purpose-built, UKAS accredited laboratories in Sittingbourne, Slough and Manchester.
Now part of the Genuit Groups’ Climate Management Solutions (CMS) business unit, Alpha has ambitious growth plans.
Responsibilities
To be the face of Alpha Scientific and ensure all queries and calls are dealt with in an accurate and timely manner.
To liaise with customers regarding customer queries.
To liaise with customers about their logistical requirements and book courier as requested in timely manner.
To ensure the daily collection manifest is sent to the courier partners in time.
Ensure clear communication with customers regarding requests and delivery of consumables.
Ensure that consumables stock levels are monitored and maintained to cater our customer requirements.
Assistance in the day to day management of the sample log and registration.
Ensure that samples are logged in correctly by sample reception team by following the releasing process and updating the error log and missed error log for continuous improvement.
To be able to use LIMS to do the day to day activities of a CLO which includes sample/ job amendments, releasing, issuing of reports (Interim reports, Certificate of Analysis, Out of Specifications), reporting of deviations.
Handling of client specific reports in timely manner.
Ensuring all work is carried out to the highest standard.
Customer query investigation in order to meet the SLA in a timely manner.
Advanced LIMS knowledge to help with query investigations viz. knowledge of different tables, amendment of CofA to not include some tests, set customers on HOLD/ STOP and to reset their status once off STOP, combine jobs and split jobs when jobs are already invoiced.
Sub- contracting work management.
Participate in daily management meetings- take ownership of respective KPIs assigned to the individual.
Working alongside the Customer Services Manager, Ops Manager and Laboratory Manager to ensure a high level of service is delivered to each customer.
Working style: Lab based.
5 days/week-37.5 hours/week – Rotational shifts:
Shift 1: Monday-Friday 09:00-17:00
Shift 2: Monday 10:00-18:00, Tuesday-Friday 09:00-17:00
Shift 3: Tuesday-Friday 10:00-18:00, Saturday 08:00-16:00
The Person
To have excellent communication skills, and to be confident when dealing with customers.
To be able to work well in a team, with an open, honest and approachable character.
To have a good eye for detail and understand fully the business processes.
The Benefits
25 days holiday
Pension contribution matched up to 8%
Life Assurance 3x base salary
Private health scheme
Genuit sharesave scheme
Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.