Orgenesis is seeking a professional, detail-oriented, and client-focused Client Services Representative to manage day-to-day interactions with healthcare partners, research institutions, vendors, and internal stakeholders across its global POCare™ platform.

This role serves as a key liaison between clients and internal departments, ensuring service requests are handled efficiently, communications are clear, and client needs are met with accuracy and professionalism. The Client Services Representative supports Orgenesis’ mission of advancing cell and gene therapy solutions through seamless operational and service excellence.

The ideal candidate is organized, responsive, and skilled in managing client relationships in a fast-paced biotechnology or healthcare environment.

Essential Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned clients and partners.
• Build and maintain strong, professional client relationships.
• Respond promptly to client inquiries, requests, and service issues.
• Ensure clients receive consistent updates regarding services and support.
• Maintain a high level of client satisfaction and trust.

Client Support & Issue Resolution

• Handle incoming client requests via phone, email, and CRM/ticketing systems.
• Investigate and resolve client issues in a timely and professional manner.
• Escalate complex issues to appropriate internal teams when necessary.
• Track all client issues from initiation to resolution.
• Follow up with clients to ensure satisfaction and issue closure.

Account Coordination

• Maintain accurate client account records in CRM systems.
• Support onboarding and offboarding of client accounts.
• Assist with contract updates, service agreements, and documentation tracking.
• Coordinate client requests with internal departments (Finance, Operations, IT, Clinical, etc.).
• Ensure account data is current, accurate, and complete.

Communication & Reporting

• Provide clear and professional communication to clients and internal teams.
• Prepare client status updates, reports, and service summaries.
• Communicate service timelines, deliverables, and expectations.
• Maintain logs of client interactions and service activities.
• Support creation of client-facing materials and documentation.

Cross-Functional Collaboration

• Work closely with Customer Success, Sales, Operations, Finance, IT, and Clinical teams.
• Coordinate resolution of client issues across departments.
• Support internal workflow improvements to enhance client experience.
• Participate in client service meetings and strategy discussions.
• Assist with implementation of new client service processes and tools.

Documentation & Data Management

• Maintain accurate records of client interactions and service history.
• Update CRM systems and ensure data integrity.
• Assist in preparing documentation for audits and compliance reviews.
• Track service performance metrics and client feedback.
• Support reporting on client engagement and satisfaction trends.

Process Improvement

• Identify opportunities to improve client service processes.
• Recommend enhancements to workflows, communication, and support systems.
• Support continuous improvement initiatives within the Client Services team.
• Contribute to development of client service standards and best practices.

Compliance & Confidentiality

• Ensure compliance with company policies and healthcare regulations.
• Maintain confidentiality of sensitive client, healthcare, and company data.
• Follow data privacy and security protocols.
• Report any compliance concerns or irregularities.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate’s or Bachelor’s Degree in Business Administration, Healthcare Administration, Communications, Life Sciences, or related field preferred.

Experience

• 1–3 years of experience in client services, customer service, account coordination, or related roles.
• Experience working with clients in healthcare, biotechnology, pharmaceutical, or life sciences industries preferred.
• Experience using CRM systems and customer support tools.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with CRM platforms (Salesforce, HubSpot, or similar).
• Familiarity with ticketing and case management systems.
• Strong data entry and reporting skills.
• Ability to quickly learn new systems and tools.

Preferred Qualifications

• Bachelor’s degree in a related field.
• Experience supporting enterprise or healthcare clients.
• Familiarity with regulated industry environments.
• Experience in client onboarding and account lifecycle management.
• Strong understanding of customer success or client relationship frameworks.

Core Competencies

• Client Relationship Management
• Professional Communication
• Problem Solving
• Attention to Detail
• Organizational Skills
• Time Management
• Collaboration & Teamwork
• Adaptability
• Accountability
• Customer Focus
• Conflict Resolution
• Initiative

Key Performance Indicators (KPIs)

• Client Satisfaction Score (CSAT)
• Response Time to Client Requests
• Issue Resolution Time
• Client Retention Rate
• CRM Data Accuracy
• SLA Compliance
• Client Engagement Levels
• Renewal Support Effectiveness
• Service Quality Metrics

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively via phone, email, and video conferencing.
• Ability to manage multiple client accounts simultaneously.
• Ability to work in a fast-paced service environment.

Benefits

Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Mental Health and Wellness Programs

Financial Benefits

• Competitive Base Salary
• Performance-Based Bonus Opportunities
• 401(k) Retirement Plan with Company Match
• Life Insurance Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death & Dismemberment Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave

Professional Development

• Training and Development Programs
• CRM and Client Success Training
• Tuition Assistance Programs
• Certification Support
• Career Advancement Opportunities

Work-Life Balance

• Flexible Work Arrangements
• Remote and Hybrid Work Options
• Employee Recognition Programs
• Inclusive and Collaborative Work Environment
• Wellness and Engagement Initiatives

Equal Employment Opportunity Statement

Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.