Service Center Manager

Job Summary

We are hiring a Service Center Manager for our Richmond, VA location. The Service Center Manager will work within our operations team, providing world class customer experience (CX) through timely response and effective communication. The Service Center Manager engages in a variety of client centered tasks such as greeting clients, addressing and routing client questions and concerns, partnering with management and operations to solve basic customer issues, assisting in the creation of reports and addressing other clerical duties as needed including management of the facility and back-up for Field Services Supervisor.

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.
• 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.
• Field 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.
• Assist with the logging and tracking of client test samples including bottle kit 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.