Overview
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.
Job Summary
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.
Essential Duties and Other

Responsibilities

• Stay current on SOPs relevant to job duties
• Conducting thorough reviews and quality control of essential documents. Identifying errors and ensuring their resolution through diligent tracking.
• 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/referree queue,ARUP eExcepts, Manual Sample Tracking List (STL) log, Sharepoint trackers, etc
• Requisition Testing for the EU facility.
• Answer internal and external email requests in a timely manne• Generate and close queries For the EU facilitiy, 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 have excellent organizational and interpersonal skills. 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.
• Supervisory Responsibilities
• This job has no supervisory responsibilities.

Work Environment
The noise level in the work environment is moderate.
Physical Demands
While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Potential exposure to dry ice and cold temperatures. May handle biological specimens. Must wear the provided, appropriate personal protective equipment (PPE).
This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Read more below and get ready for your next great employment adventure!

• Stay current on SOPs relevant to job duties
• Conducting thorough reviews and quality control of essential documents. Identifying errors and ensuring their resolution through diligent tracking.
• 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/referree queue,ARUP eExcepts, Manual Sample Tracking List (STL) log, Sharepoint trackers, etc
• Requisition Testing for the EU facility.
• Answer internal and external email requests in a timely manne• Generate and close queries For the EU facilitiy, 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 designate