Customer Service Representative - Biospecimen Operations

Company Overview

LabConnect collaborates with pharmaceutical, biotech companies, and clinical research organizations globally to accelerate new medicine development. We provide specialized Central Laboratory Services tailored to complex trial demands, along with Functional Service Provider (FSP) Solutions offering scientific and technical support as an integrated extension of client teams.

Role Summary

The Customer Service Representative plays a pivotal role in maintaining the highest quality standards in all communications and processes. This individual ensures adherence to quality assurance protocols and regulatory requirements while serving as the primary contact for clinical investigator sites, CROs, pharmaceutical sponsors, and laboratories.

Key Responsibilities

• Stay updated on relevant Standard Operating Procedures (SOPs).
• Perform quality control reviews of critical documentation, identify errors, and track resolution progress.
• Handle inbound and outbound calls to clinical sites and laboratories effectively.
• Resolve inquiries or route them appropriately.
• Manage voicemail follow-ups promptly.
• Utilize various clinical trials management software queues including data entry, exceptions, and tracking logs.
• Coordinate requisition testing across U.S. and European facilities.
• Respond to internal and external email queries in a timely manner.
• Generate and resolve queries, liaise with stakeholders to ensure standard quality checks daily, and update lab reports.
• Perform remote requisition registrations.
• Train new team members on processes and systems.
• Investigate and resolve problems, and manage quality events as needed.
• Undertake additional duties as assigned.

Qualifications and Skills

• High school diploma or GED required; related experience or training is preferred.
• Strong organizational abilities and interpersonal skills with adaptability.
• Ability to multitask and collaborate within a team environment.
• Competent in reading and interpreting safety rules, operation manuals, and procedural documents.
• Capable of writing routine correspondence and reports.
• Effective verbal communication skills for addressing groups.
• Basic mathematical skills including fractions, percentages, ratios, and proportions.
• Problem-solving aptitude, comfortable with both written and oral instructions and handling practical issues.
• Proficient with Microsoft Office suite (Word, Excel, PowerPoint) and willingness to learn new software.
• Medical Laboratory Technician Certification (ASCP) is advantageous but not mandatory.

Work Schedule and Location

This full-time role requires onsite presence at LabConnect's Cleveland, Ohio facility, working Monday through Friday from 8:00 AM to 4:30 PM.

Employee Benefits

• Competitive base salary with 401(k) matching and potential annual bonuses.
• Immediate health benefits from the date of hire.
• Paid Time Off (PTO), 11 company holidays, and a volunteer day for community involvement.
• Short and long-term disability coverage, life insurance, and accidental death and dismemberment insurance.
• An inclusive work culture that celebrates diversity and promotes collaboration and open communication.

Additional Information

LabConnect values equal employment opportunities regardless of race, gender, age, disability, religion, sexual orientation, or other protected traits. The company complies with GDPR to safeguard candidate data privacy. Assistance for application processes is available via contacting talent support directly.