Customer and Sales Support Representative

Are you looking to play a critical role in improving people’s lives and positively changing the drug testing of tomorrow?

Why FFL? At Forensic Fluids Laboratories Inc., we provide fast, accurate drug testing results using the best technology available, done by professionally trained team members and backed by expert testimony.

Location: This position is onsite in Kalamazoo, MI.

As a Customer and Sales Support Representative at FFL, you will:

• learn the Customer Service and Sales Support processes.
• support the department by answering phone calls and email questions from customers regarding drug testing results, specimen processing, and the drug testing process. 
• manage Sales Representatives’ calendars and help them schedule meetings (both in-person and remote).
• work on identifying target areas for both Sales and result reviews and track success.
• manage Scientific Result Review calendars for both Sales and Scientists. Proactively cold call according to plan.
• learn to pull results for both Sales and Scientists reviews. Help Marketing.
• have expertise in Salesforce (both Classic and Lightning preferred).
• enter new customers into LIMS system. Create LIMS profile and maintain that profile to include changes in contact information, completion of training certifications, and other relevant information.
• use LIMS system to look up test results, enter customer orders, and train others to do the same.
• initiate incident reports when data entry or processing errors are discovered and provide the original report to the department involved and a copy to the Laboratory Director.
• learn to fill out RFPs.
• get information for Laboratory medical billing credentialing and give to the FFL Credentialing person.
• promote new or additional services to new and established customers.
• always maintain HIPAA confidentiality and ACCURACY.
• ensure maintenance of standardized customer call metrics using Salesforce.

How will you impact the company?

• You lead by example.
• You improve our relationships, effectiveness, and retention of our customers.
• You build a positive brand for FFL as we expand our markets.
• You create a culture of success, high performance, and happiness.

What valuable experience and skills will you bring to the table?

• You have earned a bachelor’s degree and have ten (10) years or more of Customer and Sales Support and five (5) years or more of Salesforce experience.
• Previous administrative experience in a Sales and/or laboratory environment is preferred.
• Other required skills include the ability to work independently, manage time effectively, and exercise good judgment and initiative. Must have excellent interpersonal and organizational skills, and the ability to proactively solve problems, plan and coordinate projects, multitask and prioritize, and accurately proofread materials and communications. Knowledge of Microsoft Office software is desired.

Forensic Fluids Laboratories is committed to supporting our team members with a complete benefit package including 401(k) and more.

Is FFL the place for you? We welcome your resume. Please submit here.