Customer Service Representative - Biospecimen Operations

About LabConnect

LabConnect is dedicated to advancing global healthcare by collaborating with pharmaceutical companies, biotechnology firms, and contract research organizations (CROs) to expedite the development of novel medications. We operate as a global, independent, comprehensive service provider specializing in Central Laboratory Services, offering customized, timely, and adaptable solutions for both traditional and complex clinical trials. Additionally, we provide Functional Service Provider (FSP) Solutions, lending scientific and technical expertise to act as an extension of our clients' teams. This includes coordinating all laboratory-related needs, offering strategic advice on laboratory data collection, and delivering end-to-end analytical and logistical support.

Role Overview

The Customer Service Representative is pivotal in maintaining exceptional quality control across all client interactions. This role demands adherence to stringent quality assurance protocols, ensuring all communications and processes comply with industry regulations and company standards. The representative will be responsible for cultivating and sustaining relationships with clinical investigator sites, CROs, pharmaceutical sponsors, and laboratories, serving as the primary point of contact for client support inquiries.

Please note: This is a full-time, onsite position located at our Cleveland, OH facility, with working hours from Monday to Friday, 8:00 AM to 4:30 PM.

Essential Duties and Responsibilities

• Maintain up-to-date knowledge of relevant Standard Operating Procedures (SOPs).
• Conduct thorough reviews and quality control checks of critical documents, identifying and tracking any errors to resolution.
• Handle incoming and outgoing phone calls to clinical sites, testing laboratories, and other relevant parties.
• Investigate and address inquiries, or appropriately direct them to the relevant department.
• Manage and respond to voicemails, ensuring timely follow-up.
• Operate various queues within LabConnect’s clinical trials management software, including double data entry/referee queues, ARUP exceptions, Manual Sample Tracking List (STL) logs, and SharePoint trackers.
• Process requisition testing for all US and EU facilities.
• Respond to internal and external email inquiries promptly.
• Generate and close queries, coordinating with appropriate parties for resolution, and performing daily quality checks for errors.
• Update and distribute lab reports to clients, collaborating with project managers to resolve issues.
• Perform remote registration of requisitions.
• Assist in training new employees.
• Handle problem resolution and investigations, and open/close quality events as requested.
• Undertake other duties as assigned.

Education and Experience

• High school diploma or GED required; relevant experience and/or training is preferred.
• Must demonstrate excellent organizational and interpersonal skills, with a high degree of adaptability.
• Must possess strong multitasking abilities and thrive in a team environment.

Language Skills

• Capability to comprehend and interpret documents such as safety guidelines, operating instructions, and procedure manuals.
• Proficiency in writing routine reports and correspondence.
• Ability to communicate effectively in presentations to groups of customers or employees.

Mathematical Skills

• Ability to apply mathematical concepts like fractions, percentages, ratios, and proportions to practical scenarios.

Reasoning Ability

• Capacity to apply common-sense understanding to follow instructions provided in written, oral, or diagrammatic formats.
• Skill in resolving practical problems and managing various concrete variables in situations with limited standardization.

Computer Proficiency

• A working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint) is necessary.
• Must be willing and able to learn new software programs as needed for the role.

Certifications and Licenses

• Medical Laboratory Technician Certification (ASCP) is preferred.

Additional Information

Join our team and contribute to improving patients' lives globally! We offer a collaborative environment, opportunities for global career growth, and a culture that embodies our values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always. We are proud to be an Equal Employment Opportunity Employer and celebrate diversity. All candidate information is handled in accordance with GDPR. For assistance with applications, please contact talent@labconnect.com or call +1 (423) 722-3155.