Office Manager/Operations Coordinator

About Microbac

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients worldwide, offering laboratory solutions to the life science, food and nutrition, and environmental industries. We serve our clients with the utmost expertise and respect for their market requirements, constraints, and challenges.

Job Summary

We are hiring an Office Manager/Operations Coordinator for our Methuen, MA location. The position is remote initially, but you must reside near Methuen, MA. The position involves researching, touring, and helping to secure office space in this area. The Service Center Manager will work within our operations team, supporting Customer Relationship and operations by providing world-class customer experience (CX) through timely response and effective communication.

Essential Functions

• Ensure clients have a positive customer experience through proactive and professional customer service efforts.
• Execute a number of administrative duties such as making and fielding phone calls, emailing and faxing documents, data entry and other clerical functions as needed.
• Maintain a high level of professional contact with assigned clients.
• Administer administrative duties that include data entry, formulating, compiling and reviewing reports, and developing informational materials.
• As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow up with solutions.
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions.
• Contact incoming leads and ensure they are transferred to the correct TSM/AM/Sales.
• Communicate and collaborate with technical staff to uncover solutions to client needs.
• Set up accounts, file documents, and ensure documents are thoroughly and accurately completed.
• Verify chain of custody forms/schedule work.
• Aid in the logging and tracking of client test samples including bottle k t preparation and shipping of samples.
• Work closely with Quality Manager to ensure accurate data is reported.
• Work with Service Center Field Services team to support their activities and back up the Supervisor.
• Manage the service center facility and related suppliers/vendors for regular maintenance, repairs, cleanliness, safety.
• Perform other related duties as needed.

Minimum Requirements

• Bachelor's Degree in a field related to the Sciences or 1 year of relevant experience preferred.
• Prior customer service experience required.
• Prior commercial laboratory experience preferred.

Working Conditions and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements While performing the duties of this job, the employee frequently works near moving mechanical parts and is frequently exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee frequently works near moving mechanical parts and is frequently exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate.