Office Manager/Operations Coordinator

Service Center Manager

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!

We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience.

As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

We are hiring a Service Center Manager for our Methuen, MA location. The Service Center Manager work within our operations team, supporting Customer Relationship and operations by providing world class customer experience (CX) through timely response and effective communication. The Service Center Manager engages in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed including management of the facility and back-up for Field Services Supervisor.

Essential Functions

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed
• Maintain a high level of professional contact with assigned clients
• Administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials
• As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions
• Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Communicate and collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure documents are thoroughly and accurately completed
• Verify chain of custody forms/schedule work
• Assist with the logging and tracking of client test samples including bottle kit preparation and shipping of samples
• Work closely with Quality Manager to ensure accurate data is reported
• Work with Service Center Field Services team to support their activities and back up the Supervisor
• Manage the service center facility and related suppliers/vendors for regular maintenance, repairs, cleanliness, safety.
• Perform other related duties as needed

Minimum Requirements

• Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred
• Prior customer service experience required
• Prior commercial laboratory experience preferred

Working Conditions and Physical Requirements

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell. The employee is occasionally required to stand, walk, and sit.
• The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

Working Conditions:

• While performing the duties of this job, the employee frequently works near moving mechanical parts and is frequently exposed to fumes or airborne particles and toxic or caustic chemicals.
• The noise level in the work environment is usually moderate.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.

Other:

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.