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Client Success Representative  

Location Burbank - (MQL)  
Full-Time/Part-Time Full-Time  
Salary Range  
Shift Days  
Scheduled Days Monday through Friday 

Scheduled Hours 8:30 AM to 5:00 PM 


We are looking for a dedicated and talented Client Success Representative to join our cosmetics/skincare testing team!

The ideal candidate will be detail oriented and have a positive customer focused attitude. This is a great opportunity for a proactive candidate who is motivated with high energy, efficient, and able to work both independently and in a team to support customer needs, solve problems and move multiple projects to completion by the required timelines.


Essential Functions:

  • Works directly with clients, technical teams, and sales to secure opportunities, uncover additional opportunities, and ensure the optimum customer experience while increasing revenue and profitability for their assigned accounts.
  • Provides proactive service to include contacting customers via phone, email, video chat and other means to grow their business and to communicate relevant information and updates about their testing.
  • Monitors testing report due dates, follows up with lab managers on delayed due dates and proactively informs the customer of any delays prior to the initially anticipated due date.
  • Ensures all customer inquiries, by all points of communication, are handled in a timely and efficient manner. Ensures that all client issues are resolved.
  • Keeps a pulse on client interactions and proactively communicates escalating issues to the Laboratory Director.
  • Utilizes Salesforce to enter customer opportunities and correspondence to manage sales process and close opportunities. Obtains client identifiers for use in LIMS contracts. Ensures all complaints are followed up and closed.
  • Routes customer requests and complaints to the appropriate team members and follows-up to ensure a timely close of each case.
  • Carries out client requests per instructions and keeps appropriate record for billing and management review.
  • Collaborates with sales on account graduation opportunities.
  • Assists management in client relations, client communications, client literature dispersal (to include special presentations, letters, mail outs, memos, overnight shipping, and packets), special arrangements or administrative projects, and standard operating procedures.
  • Awareness of processes, procedures, and techniques in accordance with the Certified Group’s Methods Manual, Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
  • Performs other duties as needed.
Position Requirements


  • Bachelor’s degree in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences a plus.
  • One plus years of experience in customer relations or sales to include customer service, account management, inside sales, MS Office software usage, and Salesforce usage preferred.
  • Equivalent combination of education and experience is acceptable.
  • Applied business experience with food, cosmetic, nutraceuticals, or CPG related companies desired. Laboratory and scientific experience are a plus.


  • Read and comprehend instructions, correspondence, and memos and convert them into action.
  • Effective verbal and written communication skills strong problem-solving and decision-making skills.
  • Commitment to detailed, accurate, and timely results.
  • Ability to multi-task, plan, and organize.
  • Collaboration skills and solution-oriented thinking are essential.
  • Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Compute rate, ratio, and percent and the ability to draw and interpret bar graphs.
  • Microsoft Suite and Basic Excel skills are essential.
  • Basic knowledge of financial software (ERP) and Salesforce (CRM).
  • Some schedule flexibility will be required as work load my vary from week to week.
  • Some overnight travel may be required for customer visits and tradeshow participation.
  • Ability to analyze and interpret financial data.
  • Comfort with prolonged sitting and viewing of computer screens.
  • Ability to multi-task and work in a fast-paced environment is required.
  • Must be motivated, eager, and able to adapt to company changes and processes.


We value our employees as they are the key to our success. Our commitment to your success is enhanced by a competitive salary with an extensive benefits package. We work to maintain a progressive and collaborative work environment where we empower people and provide them with opportunities to develop their long-term career.

Certified Group is a globally recognized laboratory. We are one of the largest independent laboratories in the nation with locations in the U.S. and Canada. Each of our laboratories has its own area of expertise and is acknowledged as a leader in the field of food, cosmetics, and nutraceuticals safety and analysis.

Certified Group values diversity in its workforce. The company is firmly committed to a policy of Equal Opportunity and will administer its policies in a manner that treats each employee and applicant for employment on the basis of merit. Certified Laboratories will take affirmative action to seek out qualified applicants without regard to race, color, religion, sex, national origin, age, handicap, or veteran status.



About the Organization Our company offers exciting opportunities for individuals interested in the food safety industry. We welcome individuals who are looking for a dynamic organization that prides itself in its unequivocal excellence in service to its customers and employees.

Our People: We are committed to creating long-term value for our people, supporting their success and satisfaction as our internal customers and team members.

Diversity: We are an Equal Opportunity/Affirmative Action Employer including (but not limited to) Women, Minorities, Protected Veterans, and Individuals with Disabilities.

Benefits: Our company offers an attractive wage and benefit package. Our competitive salary, combined with our insurance and benefits, make us the "logical career choice".

• Progressive 401k Retirement Savings Plan

• Employer Paid Short and Long Term Disability, and Life Insurance

• Group Medical

• Tuition Reimbursement

• Flexible Spending Accounts

• Dental

• Paid Holidays and Time Off

• Many positions which qualify for the company bonus program

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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