Client Services Coordinator

Job Title: Client Services Coordinator
Job Location: 100% REMOTE
Job Duration: 6 to 12 months

Role Summary:
Serve as Client Services Coordinator providing assistance and support for Client Services activities including interactions with Client Services Representatives and sales and scientific staff. Ensure the provision of timely, accurate, and comprehensive information in response to routine assigned tasks and ad hoc requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist with updating and maintaining applicable databases. Prepare and issue regular management reports from the company’s CRM system and other sources as requested.

• Maintain various information systems related to project and customer data such as Information Technology Request System, SAP, Labware LIMS

• Monitor, make recommendations, and develop solutions for any roadblocks that would inhibit a milestone date being met (i.e., changes of work Product, material shipment delays).

• Manage incoming documentation from clients and route to correct recipients (i.e. Client-supplied purchase orders, signed SOWs).

• Assist Business Development with coordination and hosting of technical visits as necessary (e.g., meeting scheduling, ordering lunch/breakfast, get dietary restrictions).

• Coordinate with Client Account Management, Business Development, Client Services staff for issuance, tracking, review, and execution of documentation such as Master Services Agreement/Laboratory Services Agreement, Material Transfer Agreements, Confidentiality Agreements between Client and Charles River Legal staff.

• Coordinate with Client Account Management, Business Development, Client Services staff upon receipt or notification of Client name and/or address changes, obtain required documentation for review by Charles River Legal staff and other personnel as required, updating of all applicable systems, and dissemination of information to appropriate staff members upon completion.

• Coordination with Client and applicable Charles River staff for review and execution of Vendor Supply forms, as applicable to Clients placing orders with the Biologics Testing Solutions division.

• Coordinate with Client Account Management, Business Development, Client Services, and Sample Processing/Shipping Logistics staff for Client-requested shipments from Charles River long-term storage services areas, including obtaining quotes as required from cold-chain logistic couriers for Client Services’ issuance of Proposals to Clients.

• Manage, triage, and track Client requests, inquiries, and complaints, facilitate routing to responsible person, and ensure follow up is done as necessary.

• As applicable, fulfil the role of Departmental SOP Coordinator. Ensure departmental adherence to pertinent regulatory requirements and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].

• Assist with mycharlesriver portal administration and set up and modification to sites

• Perform all other related duties as assigned.

QUALIFICATIONS:

• Education: Associate degree (A.A. / A.S.) or equivalent in biotechnology or biological sciences, or related discipline required. Advanced education preferred.

• Experience: 0-2 years related experience in client services or project management in a laboratory or research environment. Experience in a CRO/CMO is preferred

• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

• Other: Ability to multi-task, excellent written and verbal communication skills, organizational skills, and attention to detail. Possess analytical thinking and problem-solving skills. Ability to prioritize and re-evaluate priorities as situations change. Working knowledge of computer software (MS Office, MS Project, Excel and database experience preferred)

 

PHYSICAL DEMANDS:

• Must regularly operate a computer and occasionally operate other office productivity machinery such as a calculator, copy machine, and computer printer.

• Must regularly communicate with employees/customers; must be able to exchange accurate information.

• Regularly provides information to and receives information from/through various technologies, media, sources and contacts. Must be able to accurately exchange accurate information in these situations.

• Must move about inside the office to access file cabinets, office machinery, etc.

 

WORK ENVIRONMENT:

1. General office working conditions, the noise level in the work environment is usually quiet.