Site Specialist- Pacer - MarathonLS

As a Site Specialist, or as we say a Customer Success Specialist, you will take on a key operational role focused on delivering outstanding customer service and ensuring the operational success of the Marathon Pacer program at your assigned client sites. In this customer-facing position, you will be responsible for organizing, auditing, and stocking lab supplies for Pharma and Biotech companies in the Boston region. You will also act as the primary point of contact for each of your assigned clients, taking full ownership of the relationship. Reporting to the Pacer Operations Manager, your efforts will directly impact operational excellence for our clients.

Responsibilities:

• Build and nurture trusting relationships with customers to ensure their lab needs are met and exceeded.

• Deliver and organize consumables to multiple sites.

• Act as the primary liaison between MarathonLS and the customer and own and immediately resolve challenges or inquiries.

• Accurately communicate customer feedback with Pacer Sales and Operations teams.

• Ensure clients’ lab spaces are always organized, properly labeled and in full working order.

• Monitor usages and report extreme changes in usage patterns.

• Responsible for being onsite and ensuring the accuracy of customers’ weekly lab supply inventory counts and replenishments.

• Assist in preventing and resolving inventory discrepancies.

• Develop an understanding of MarathonLS’ product portfolio.

• Support onboarding of new customers to establish inventory control measures.

• Ensure accuracy of each inventory report and communicate this data in a timely manner to order entry team for order processing.

• Responsible for organizing customer lab stockrooms and points of use and consistently ensure items are stored in the correct area.

• Anticipate customer needs to deliver first class service.

• Timely execution of tasks and responsibilities, including same day field service reports.

• Must achieve KPI metrics for both individual and team performance.

• Other responsibilities as assigned.

The Ideal Candidate:

• High attention to detail, with a process and solution-oriented mindset.

• Hospitality experience a plus to provide exceptional customer experience.

• Must understand and demonstrate a customer centric mindset.

• Must embrace and demonstrate the MarathonLS Culture Code through all internal and external communications and relationships.

• Ability to present self professionally and be an ambassador of the MarathonLS brand especially when face to face with customers.

• Experience in Microsoft Office (Outlook, Windows, Excel, PowerPoint, and Word) and Oracle or other ERP systems. NetSuite experience a plus.

• Highly collaborative and understands the value in working together with internal teams to achieve company targets.

• Strong ability to utilize analytical proficiencies to evaluate data and trend reporting.

• Strong communication (oral and written), organizational, project management and team building skills.

• Ability to thrive in a startup environment.

• Must have a valid driver’s license

• Reliable transportation is essential for traveling to customer locations and to our Norwood office.

MARATHONLS SERVICE VALUES

· I cultivate strong and genuine relationships to create trust and loyalty

· I exude a positive, passionate and customer-centric mindset with both external and internal customers

· I anticipate the needs and wishes of our customers to exceed their expectations

· I am empowered to make decisions that are mutually beneficial to the customer and MarathonLS

· I own and immediately resolve challenges

· I protect the confidentiality and security of our customers

· I am committed to continuously learning, growing and innovating

· I understand how my individual contributions impact both customers and MarathonLS

· I always demonstrate professional behavior, communication and appearance

· I embrace an environment of teamwork and flexibility to best serve our customers

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand for long periods of time. The employee must occasionally lift and/or move up to 50 pounds and complete all the physical requirements of the job without reasonable accommodation.