Service Coordinator - Sterility Assurance (Day Shift) (Finance)
Service Coordinators ensure the delivery of outstanding service and build strong customer relationships by coordinating with clients, laboratory staff, and support groups. The Service Coordinator is also responsible for verifying sponsor and sample information, obtaining Purchase Orders, and coordination of study tracking.
Education and experience requirements:
High School Diploma and 1-3 years applicable customer service experience
Essential Duties:
Primary Duties:
- Coordinate with the Log In department to help resolve discrepancies
- Coordinate with the Sales and Service Center departments to obtain and update purchase orders
o Work with Sales staff to update quotes and purchase orders as needed
- Coordinate change orders and pricing revisions in the system
- Coordinate and deliver in house transfer studies, shared samples, Log In sample returns
- New Customer Account Set Up - Learn and master customer experience from sample receipt to
- Assist all customers with questions related to filling out the standard Sample Submission Form and train new customers on the sample submission process
- Act as the point of contact for all customer inquiries related to sample shipments, receiving and test status
- Act as the primary owner for lab-requested changes to quotes
- Train others on new customer relationship systems and processes and assist with integration efforts
- As needed, cover the front desk for the reception of customer and other visits
Secondary Duties:
- Responsible to read and understand all terminology of a purchase order including billing addresses and payment terms and updating within the system as needed
- Partnering with customers to complete purchase orders according to their internal requirements including completion of an accurate Nelson Labs Sample Submission Form (SSF)
- Conduct training for lab staff to address order changes that require a revised purchase order from the customer
Competencies of this position
- Commitment to an excellent customer service experience
- Attention to detail
- Ability to follow written instructions
- Verbal and written communication skills
- Legible handwriting
- Project management skills
- Ability to multi-task
- Computer skills - Microsoft Office products,
- Ability to work independently
- Time management- must be able to respond to voicemails, emails and other communications in a timely manner
- Being proactive through problem solving with the customer
- Strong proficiently with CRM systems
Work Environment:
This job operates in a professional laboratory environment and may occasionally work in temperatures above 95 degrees and below 32 degrees and walk on slippery or uneven surfaces. This role routinely uses standard office equipment and lab equipment including but not limited to, computers, keyboards, computer mouses, telephones, photocopiers, file cabinets, and various hand tools.
The possibility exists for exposure to biological and chemical hazards, exposure to carcinogenic compounds and other environmental aspects, which may be considered unfavorable. Employees are expected to follow Biosafety and Chemical Hygiene policies, practices, and procedures.
Physical requirements:
The physical demands described here are a representation of those that must be met to perform the essential job functions:
- Required to sit or work at a computer 60 % of the day, stand and traverse 40 % of the day to various office and lab .
- Full body movement required to bend, stoop, crouch, crawl, climb, and physically move pallets using material handling
- Must be capable of operating material handling equipment applicable to location (i.e. forklift, hand truck, pallet jack, golf cart and other equipment used to transport items)
- Occasional push and pull tasks with one or both hands. Must be able to work while wearing personal protective equipment such as safety glasses, goggles, face shields, gloves, lab coats and personal protective equipment deemed necessary to protect testing and to provide personal protection when handling various solutions, wastes,
- Must be able to lift and/or move up to 45 pounds.
Sotera Health goes to market through its three best-in-class businesses - Sterigenics®, Nordion® and Nelson Labs®. Sterigenics is a leading global provider of outsourced terminal sterilization and irradiation services for the medical device, pharmaceutical, food safety and advanced applications markets. Nordion is the leading global provider of Co-60 and gamma irradiators, which are key components to the gamma sterilization process. Nelson Labs is a global leader in outsourced microbiological and analytical chemistry testing and advisory services for the medical device and pharmaceutical industries. Learn more about Sotera Health at soterahealth.com.
