Customer Service Representative - Biospecimen Operations

LabConnect•Cleveland, OH

2d•$18 - $22•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Medical Laboratory Technician Certification (ASCP) preferred.

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