OverviewAs part of our international team, the successful candidate will answer questions and handle the administrative details of non-domestic clinical participants’ accounts in an efficient, effective, and courteous manner. They are also responsible for representing API and LGC Proficiency testing programs and service through email, phone, fax, and live chat as needed.Main Duties and ResponsibilitiesCoordinates sales through international distributors. Provides support for both API and LGC distributors by ensuring they receive documentation for renewals, upcoming test events, and other miscellaneous training tools used to assist customers.Participate in distributor vetting and onboarding process, and in distributor training as needed.Handle communication from global (non-domestic) customers, distributors, and others in a professional and responsive manner, including monitoring of the Global Customer Service email inbox. Follow up where appropriate to ensure customer satisfaction and retention.Process orders according to established procedures, including a thorough review to ensure that selected programs will meet customer requirements as applicable. Ensure customer orders are processed promptly and accurately, and that Export Checklists are completed according to procedures.Assist customers to successfully access and navigate API and PORTAL websites.Coordinate the pre-assembly of paperwork prior to each shipment for international customers in conjunction with the Supply Chain Department.Ensure packages receive outstanding service during transit and efficient movement across the U.S. border. Follow up, address, and resolve issues or concerns in a proactive and timely manner.Identify and communicate improvement opportunities to Technical Manager, Global Clinical PT or another appropriate manager/department.Other Duties and ResponsibilitiesFollow company procedures to keep records of orders and correspondence with customers. File paper and electronic documents in a standard way for reference by other staff.Review and update documentation as needed or requested.Other duties as assigned.
