Biobank Client Liaison Consultant

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How you'll role

As a Client Liaison Consultant in a client-facing role, you will support and manage the relationships between the business and its clients, including stem cell banking, semen and adipose clients. You will also be responsible for sales and lead management. You should have the ability to provide exceptional service to all clients to ensure that clients receive the best possible experience.

What you’ll do

Quality

• All employees are required to comply with quality standards to ensure SOPs that govern their area of responsibility are adhered to as well as kept up to date.

Client Services/Marketing

• Management of all leads including the initial interaction as well as ongoing engagement to optimise the conversion rate and drive sales
• Provide clients with information on the service as well as a lab tour to encourage them to register their baby’s stem cells
• Assist at marketing events such as baby expos and lab open days

Administration

• Facilitate the registration process for all clients including registering them on the necessary systems, sending them necessary communication as well as ensuring payment is made before the collection kit is dispatched
• Issuing of results and invoices to clients
• Prepare and issue gift vouchers
• Checking completeness of client files and following up with clients regarding any outstanding documents
• Issuing storage certificates to clients once they have paid in full
• Retention of existing clients when storage renewal periods expire
• Management of the emergency kits in hospitals (especially expiry dates)

Logistics

• Preparation and dispatch of collection kits from Head Office to the client (or hospital in the case of an emergency kit)
• Arrangement of the collection of the samples from the hospitals when the baby is born (including ensuring that the collection kit has been packaged correctly etc).
• Track courier of the collection kit boxes
• Ensure timeous receipt at the relevant laboratory
• Manage relationships with the courier company account managers to ensure excellent relationships to assist with logistics

Other

• Manage the emergency phone line on a rotational basis
• Manage the driver and collections
• Reconcile all courier accounts monthly
• Apply for and keep import/export permits up to date
• Ensure that all SOPs governing your area of responsibility are adhered to as well as kept up to date
• Report incidents, log customer complaints and problem solve, read documents and action tasks on the laboratory information management system in compliance with relevant organisational policy
• Comply with all quality assurance requirements and protocols or participate in quality assurance activities

What you’ll need

• Bachelor’s degree
• BSc in Microbiology preferred
• Experience in client services
• Experience working in a lab or biotech company preferred
• Proficient in Microsoft
• Strong in client relationship management
• Excellent communication skills - written and verbal
• Excellent interpersonal skills
• Strong problem-solving ability
• Attention to detail
• Able to work effectively in a team and cross functionally

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