Client Support Specialist - SureTech Labs

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Job Title: Client Support Specialist - SureTech Labs
Location: Indianapolis, IN, Midwest United States, USA

Company: Land O Lakes
Industry Sector: Agribusiness
Industry Type: Input Retail, Cooperative and Related Crop Services
Job Type: Full Time

Job Description: As stated in the Land O'Lakes Job Posting policy, all employees who post for an internal opening must inform their current manager at the time they apply.

Our growth relies on our extraordinary talent. Unlock your greatest potential at Land O'Lakes by continuing to make a difference, driving results and growing your career.

Client Support Specialist - SureTech Labs

This position is located close to airport on the west side of Indianapolis and requires to be in the office 5 days/week.

The Client Support Specialist - SureTech Labs role exists to provide excellent service to customers both internal and external. The position will help build a sustainable service organization that ensures SureTech's service support and customer experience meets or exceeds marketplace standard.

About Us: Join our dynamic team at Land O' Lakes, where innovation meets customer excellence! We are seeking a passionate and dedicated Customer Support Specialist to be the frontline hero for our laboratory customers. If you thrive in a fast-paced team environment and are excited about making a real impact, this is the perfect opportunity for you!

Key Responsibilities:

Customer Support (70%)
Frontline Service: Be the first point of contact for both internal and external laboratory customers, managing their experience from start to finish.

Cross-Functional Collaboration: Work closely with our lab team and the Land O' Lakes team to ensure timely and efficient customer service. Answer calls and emails, resolving customer issues. Proactively monitor sample progress through the lab using lab software and inform customers as needed on delays or other lab-related issues.

Account Management: Work proactively as a part of a customer support team to understand customers needs and offers strategies and solutions to support their business goals.

Data Management: Provide routine data queries and trends for management and customers. Maintain price lists, documents, and sample submission forms. Support customer account record management and provide solutions to customer problems. Assist with invoice and billing management, credit card payments, and cash customers.

Courier Coordination: Collaborate with courier partners to ensure smooth and cost-effective operation for sample delivery.

Inventory Management: Manage inventory of customer sampling supplies at the lab and with warehouse partners, ensuring cost-effective solutions.

Improve Customer Experience (15%)
Initiative Support: Implement customer-focused initiatives to enhance the overall customer experience.

Process Improvement: Participate in and support SureTech strategies and other customer operations process improvement initiatives. Identify and track customer pain points, providing valuable insights to management. Recommend solutions to bridge gaps between desired and actual customer experiences by defining, tracking, and analyzing customer metrics

Sample Login Support (10%)
Team Collaboration: Work closely with the sample receiving team to address questions related to sample submission and reach out to customers as needed. Assist with data entry in the login area seasonally as needed.

Reception and Building Support (5%)
Front Desk Management: Manage the front desk and reception area, greeting guests and ensuring front door protocol is followed. Manage badges for full-time and seasonal employees as needed. Assist in accessing and monitoring building security systems when required. Oversee breakroom supplies for guests and employees.

Qualifications:
2 years' customer service experience.

Strong customer service skills with a passion for helping others.

Ability to work collaboratively with cross-functional teams.

Detail-oriented with strong organizational skills.

Proficiency in data management and analysis.

Proficient in MS Office Word, Excel, PowerPoint, TEAMS

Experience in a laboratory or similar environment is a plus but not required.

Experience in JDE, Ariba, Toscana, or Lab Vantage LIMS is also a plus but not required.

Why Join Us?
Be part of a company that values innovation and customer satisfaction.

Work in a supportive and collaborative environment.

Have a direct impact on customer satisfaction by managing interactions and implementing process improvements, making a tangible difference in our customers' experiences.

If you are ready to take on a challenging and rewarding role, apply now to join our team at Land O' Lakes and make a difference in the lives of our customers!

The hourly range is $18.35 - $27.52/hr. In most cases, candidates offered employment can expect to be hired at a pay rate near the middle of our salary ranges.

Grade:

N8

To apply please click on APPLY TO THIS POSITION

Job Post Date: 05/20/25