Client Services Associate

Client Services Associate

Morrisville NC, Onsite

SAGA Diagnostics is a personalized cancer diagnostics and disease monitoring company focused on molecular genetic analysis of circulating tumor DNA (ctDNA). The company’s mission is to improve precision cancer medicine, provide more accurate treatment monitoring, and improve patient survival using minimally invasive liquid biopsy cancer testing services. SAGA’s proprietary tests can help patients, oncologists, and drug developers detect actionable mutations, stratify patient groups, and monitor treatment response, residual disease, and disease recurrence at unprecedented sensitivity and scale.  SAGA Diagnostics recently established a US operation in Research Triangle Park (RTP) and is excited to invite you to join our dedicated team.

SAGA Diagnostics is dedicated to revolutionizing cancer diagnostics and disease monitoring, providing personalized services that improve precision in cancer medicine. We are looking for a proactive and detail-oriented Client Services Associate who will play a key role in maintaining and enhancing client relationships. This position is vital in ensuring our clients have a seamless experience with our services and products from the initial inquiry through to service delivery.

Key Responsibilities:

·      Client Relationship Management:

• Act as the primary point of contact for clients, addressing inquiries and concerns promptly and professionally.
• Build and maintain strong relationships with clients to understand their needs and service expectations.

·      Order Processing:

• Manage incoming orders from clients, ensuring that all details are accurately captured and processed.
• Coordinate sample pickups and shipping with clients and logistics teams to ensure timely service delivery.

·      Data Management:

• Maintain up-to-date client records and databases, ensuring data integrity and compliance with privacy regulations.
• Generate reports and provide insights on client activity and satisfaction levels.

·      Problem Resolution:

• Investigate and resolve issues related to client orders, samples, or service delivery in a timely manner.
• Escalate complex issues to management as necessary while keeping clients informed throughout the process.

·      Collaboration:

• Work closely with laboratory staff, sales, and marketing teams to facilitate a smooth service experience for clients.
• Provide feedback from clients to improve services and address any gaps in delivery.

·      Administrative Support:

• Assist with general administrative tasks and responsibilities as needed to support the overall operations of client services.

Qualifications:

You’re organized, thorough, and thrive on multi-tasking. Your attention to detail is strong and you’re known for your accuracy. Comfortable in a fast-paced environment, you are able to navigate grey areas as our organization evolves. Your phone demeanor is professional, patient and understanding. You bring an ability to articulate challenges and recommend solutions, with a clear communication style and customer service orientation.

•  1+ year(s) experience Client Services/Customer Support or a similar role

• Experience in Healthcare, Biotechnology, and/or Start Up environments a plus

• Must be proficient using MSOffice products including Word, Excel, PowerPoint, and Teams
• Must be proficient using Salesforce.com or a similar CRM software.
• Must be a self-starter with excellent phone manners, strong written and verbal communication skills, exceptional organizational skills, and proven success in a team environment.