Service Center Manager

Microbac•Richmond, VA

9d•$55,000 - $60,000

About The Position

Microbac Laboratories is hiring a Service Center Manager for its Richmond, Virginia location. The role is part of the operations team and focuses on delivering a timely, effective, and professional customer experience. The manager handles client communications and questions, assists with resolving basic customer issues in coordination with management and operations, performs administrative and clerical work, and helps manage the facility. The position also provides backup support to the Field Services Supervisor. The role includes supporting clients through onboarding and ongoing communications; maintaining accurate accounts, records, and reports; coordinating sample documentation, scheduling, tracking, and shipping; collaborating with technical staff and the Quality Manager; and supporting the Service Center Field Services team. The position works in an environment that may involve moving mechanical parts, fumes or airborne particles, and toxic or caustic chemicals.

Requirements

Prior customer service experience is required.
A bachelor's degree in a field related to the sciences or one year of relevant experience is listed as preferred.
Regularly use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell.
Occasionally stand, walk, and sit.
Regularly lift and/or move up to 25 pounds.
Required vision abilities include close, distance, color, peripheral, and depth perception.

Nice To Haves

Bachelor’s degree in a field related to the sciences or one year of relevant experience.
Prior commercial laboratory experience.

Responsibilities

Promote a positive customer experience through proactive, professional customer service.
Make and answer phone calls, email and fax documents, enter data, and perform other clerical duties.
Maintain professional contact with assigned clients.
Formulate, compile, and review reports, and develop informational materials.
Review the first sample Certificate of Analysis and invoice with customers during onboarding to verify requested tests and reporting formats.
Respond to customer phone and email inquiries, identify requirements, provide results and information, and follow up with solutions.
Notify customers about test results that will be late or are out of specification, and document customer interactions.
Receive incoming leads and transfer them to the appropriate TSM, AM, or Sales contact.
Collaborate with technical staff to identify solutions to client needs.
Set up accounts, file documents, and ensure documents are completed accurately and thoroughly.
Verify chain-of-custody forms and schedule work.
Assist with logging and tracking client test samples, preparing bottle kits, and shipping samples.
Work with the Quality Manager to ensure accurate data is reported.
Support the Service Center Field Services team and provide backup for the Supervisor.
Manage the service center facility and coordinate suppliers or vendors for maintenance, repairs, cleanliness, and safety.
Perform other related duties as needed.