Laboratory Account Coordinator

Laboratory Account Coordinator

Sterling Labs, Inc. is seeking a Laboratory Account Coordinator to support laboratory clients by phone and email, serving as a primary point of contact for customer accounts, ensuring accurate project setup, proactive communication, and a high level of customer ownership throughout the project lifecycle.

Key responsibilities include:

• Responding to and anticipating customer needs by phone and email regarding laboratory services, sample submissions, testing options, pricing, turnaround times, billing, project status, and reports.
• Entering and updating customer information, project details, sample information, test selections, methods, due dates, turnaround times, billing details, and reporting instructions in LIMS.
• Reviewing Chain of Custody forms for accuracy, completeness, and consistency before laboratory work begins.
• Identifying missing, unclear, or conflicting information and following up with customers, field staff, laboratory staff, billing, or management as needed.
• Writing and updating work orders according to Sterling Labs' Standard Operating Procedures.
• Reviewing requested testing and method selections and escalating unusual or unclear requests for clarification.
• Establishing pricing in accordance with company guidelines and obtaining internal approvals when required.
• Confirming billing information and coordinating with billing or accounting when account or invoice questions need review.
• Scheduling sample pickups and communicating pickup, delivery, due dates, and project priorities to the appropriate departments.
• Monitoring project and report status, taking ownership of delays, and proactively driving updates to resolution and communicating updates to customers when needed.
• Printing completed reports as required.
• Documenting customer inquiries, complaints, project updates, corrections, and actions taken.
• Maintaining accurate customer records, project notes, pricing details, billing information, and service documentation.
• Following company SOPs, quality requirements, documentation practices, and Laboratory Management System requirements.
• Escalating unresolved customer concerns or project issues to the Customer Service Manager or appropriate department.
• Serving as a primary point of contact for customer accounts, building strong working relationships and ensuring consistent customer experience.
• Proactively communicating with customers regarding project updates, timelines, and potential issues rather than responding only to inbound requests.

Systems and applications used include Element 7, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft Teams, Adobe Acrobat, office phone system, shared electronic files, folders, and customer records.

Work environment is an in-office role requiring regular use of a computer, phone, email, LIMS, and office applications. The employee must be able to sit, type, read documents, review forms, and use a phone for extended periods. The role may also require printing reports, reviewing physical paperwork, and coordinating with laboratory or sample receiving areas.

Requirements include:

• High school diploma or equivalent required.
• Previous experience in customer service, administrative, or client-facing roles requiring follow-through, accountability, and ongoing customer interaction preferred.
• Experience communicating with customers by phone and email.
• Strong computer and data-entry skills.
• Ability to manage multiple customer requests, work orders, deadlines, and follow-ups.
• Demonstrated ability to manage customer requests from start to completion, not just respond to individual transactions.

Preferred qualifications include:

• Experience in a laboratory, environmental testing, scientific, industrial, manufacturing, or regulated service environment.
• Experience with Chain of Custody forms, work orders, sample submissions, sample pickups, or laboratory testing requests.
• Experience using LIMS, CRM software, ticketing systems, or customer/order management systems.
• Experience supporting pricing, billing questions, customer records, or service documentation.