Customer Service Representative - Biospecimen Operations

Customer Service Representative

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world. We are an independent, global, one-stop-shop focused on delivering Central Laboratory Services that are tailor-made, timely and flexible to meet the evolving study demands of traditional to increasingly complex trials. Additionally, we provide Functional Service Provider (FSP) Solutions, supporting our clients with scientific and technical expertise, acting as an extension of their team, coordinating all laboratory related needs, advising on strategies for lab data collection and providing end-to-end analytical and logistical solutions.

The Customer Service Representative plays a critical role in ensuring the highest standards of quality control in all interactions. This role requires the Representative to uphold rigorous quality assurance protocols, ensuring that all communications and processes are compliant with industry regulations and company standards. The Customer Service Representative is responsible for establishing and maintaining relationships with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories. The Customer Service Representative will be the first point of contact for routing client support.

Please note: This is a full-time, onsite position based at our Cleveland, OH facility. The schedule is Monday through Friday, 8:00 AM to 4:30 PM.

Essential Duties and Other Responsibilities

• Stay current on SOPs relevant to job duties
• Reviewing and QC'ing of critical documents. Identifying any errors and tracking those errors through resolution.
• Answering and making phone calls to clinical sites, testing laboratories, etc.
• Investigate/answer the question or direct them to the appropriate department
• Answering and following up with voicemails
• Work different queues within LabConnect's clinical trials management software: Double data entry/referee queue, ARUP excepts, Manual Sample Tracking List (STL) log, SharePoint trackers, etc.
• Requisition Testing for all US and EU facilities
• Answer internal and external email requests in a timely manner
• Generate and close queries, contact appropriate parties when queries are resolved, and providing a standardized quality check for Errors each day, Update and provide lab reports to clients, and work with projects managers accordingly to facilitate and resolve issues.
• Remote registration of requisitions
• Training new employees
• Problem resolution and investigation, open and close quality events when requested
• Other duties as designated

Education/Experience

• High school diploma or general education degree (GED); prefer related experience and/or training
• Must possess excellent organizational and interpersonal skills and be highly adaptive.
• Must be able to multitask and work well within a team.

Language Ability

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

Math Ability

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to solve practical problems and deal with a variety of concrete variables in standardized situations where only limited standardization exists.

Computer Skills

• To perform this job successfully, an individual should have a working knowledge of Microsoft Office applications including MS Word, Excel, and PowerPoint.
• Must be willing and able to learn new software programs as required for the position.

Certificates and Licenses

• Medical Laboratory Technician Certification (ASCP) preferred.

Join our team and discover how your work can impact patients' lives around the world!

Some of the Perks our LabConnectors Love:

• Financial Security (Base Pay, 401k Match and Possible Annual Bonus Eligibility)
• Health Benefits beginning on date of hire
• PTO plan, plus 11 Paid Company Holidays, and 1 Day to Volunteer in your community
• Short and Long-Term Disability, Life Insurance, and AD&D
• We celebrate our differences, which enriches our culture!

In addition to great perks and challenging work assignments, we invest in our people with career growth opportunities, globally. We believe in a friendly and collaborative environment with open lines of communication. While living out our values of People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

We are proud to be an Equal Employment Opportunity Employer and value the diversity of our workforce. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.