Assistant Customer Service Representative

Customer Service Representative

Sterling Labs, Inc. is seeking a Customer Service Representative to support laboratory clients by phone and email, enter project information into LIMS, review Chain of Custody forms, assist with pricing and billing details, schedule sample pickups, and coordinate project updates with internal departments.

Key responsibilities include:

• Respond to customer questions by phone and email regarding laboratory services, sample submissions, testing options, pricing, turnaround times, billing, project status, and reports.
• Enter and update customer information, project details, sample information, test selections, methods, due dates, turnaround times, billing details, and reporting instructions in LIMS.
• Review Chain of Custody forms for accuracy, completeness, and consistency before laboratory work begins.
• Identify missing, unclear, or conflicting information and follow up with customers, field staff, laboratory staff, billing, or management as needed.
• Write and update work orders according to Sterling Labs' Standard Operating Procedures.
• Review requested testing and method selections and escalate unusual or unclear requests for clarification.
• Establish pricing in accordance with company guidelines and obtain internal approvals when required.
• Confirm billing information and coordinate with billing or accounting when account or invoice questions need review.
• Schedule sample pickups and communicate pickup, delivery, due dates, and project priorities to the appropriate departments.
• Monitor project and report status, follow up on delays, and communicate updates to customers when needed.
• Print completed reports as required.
• Document customer inquiries, complaints, project updates, corrections, and actions taken.
• Maintain accurate customer records, project notes, pricing details, billing information, and service documentation.
• Follow company SOPs, quality requirements, documentation practices, and Laboratory Management System requirements.
• Escalate unresolved customer concerns or project issues to the Customer Service Manager or appropriate department.

Systems and applications used include Element 7, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft Teams, Adobe Acrobat, Office phone system, shared electronic files, folders, and customer records.

Work environment is in-office requiring regular use of a computer, phone, email, LIMS, and office applications. The employee must be able to sit, type, read documents, review forms, and use a phone for extended periods. The role may also require printing reports, reviewing physical paperwork, and coordinating with laboratory or sample receiving areas.

Requirements include:

• High school diploma or equivalent required.
• Previous customer service, office, administrative, data entry, laboratory, or related experience preferred.
• Experience communicating with customers by phone and email.
• Strong computer and data-entry skills.
• Ability to manage multiple customer requests, work orders, deadlines, and follow-ups.

Preferred qualifications include:

• Experience in a laboratory, environmental testing, scientific, industrial, manufacturing, or regulated service environment.
• Experience with Chain of Custody forms, work orders, sample submissions, sample pickups, or laboratory testing requests.
• Experience using LIMS, CRM software, ticketing systems, or customer/order management systems.
• Experience supporting pricing, billing questions, customer records, or service documentation.

Salary: $19.00 per hour