Laboratory Customer Service Administrator

Laboratory Customer Service Administrator

The Laboratory Administrator serves to support the smooth running of the Laboratory operation through providing a variety of administrative and customer service-based assistance. The Laboratory Administrator responsibilities include dealing with customer queries regarding order status and timelines, sample retrieval and receipt, consumable purchasing, archiving and other general administrative tasks.

Specific Job Duties

• Deliver exceptional customer service by promptly and professionally addressing inquiries regarding order status, timelines and results delivery, exceeding expectations whenever possible.
• Handle customer inquiries from both internal and external sources via phone and email, demonstrating clear communication and problem-solving skills to achieve resolutions.
• Process customer credit notes efficiently and accurately following established procedures, consulting with the team leader as needed.
• Utilize LIMS to efficiently book in samples, identify and clarify any discrepancies with customers, and ensure timely resolution.
• Update and maintain records in the document control system, ensuring it's always audit-ready. This includes issuing, logging, and supporting colleagues with edits and updates to controlled documents as required.
• Support the smooth running of the laboratory by assisting with purchasing activities, including ordering consumables, machine calibrations, and handling other ad-hoc procurement needs.
• Liaise with drivers and logistics companies to ensure efficient receiving of test samples.
• Maintain an organized and efficient filing system for both physical and electronic general office documents, ensuring easy retrieval and adherence to record-keeping policies.
• Accurately create new parts on the LIMS system with proper documentation, ensuring clear and consistent records.
• Collaborate with the team leader and supervisor to keep customer test methods and controlled documents within the quality system up to date.

General Laboratory Duties

• To ensure all laboratory work is carried out in compliance with local safety, health and welfare regulations and all relevant statutory provisions in conjunction with the laboratory staff and under the direction of the laboratory senior management team.
• Ensure personal protective clothing equipment is worn in accordance with the health & safety policy and continuously monitor work area for unsafe conditions and take immediate action to correct unsafe conditions.
• To ensure all work in the laboratory is carried out in compliance with good laboratory practice, ISO13485 (current revision), ISO17025 (current revision) accreditation requirements, internal procedures and in conjunction with the laboratory staff and under the direction of the laboratory senior management team.
• To deal with all STERIS, customer, and internal parties' information with strict confidentiality at all times and in a professional manner.
• Play an active role in contributing towards the facility achieving monthly on time delivery targets and adhering to customer lead times.
• To alert a member of the senior laboratory management team to any process, job related problems or discrepancies. To be proactive in highlighting and resolving situations to support turnaround time adherence and testing requirements.

High school diploma or GED.

Required experience:

• A keen interest and desire to learn.
• Experience directly interfacing with customers.
• Experience working in a fast-paced environment.
• Strong customer facing skills.
• Excellent interpersonal skills including cooperation and teamwork.
• Excellent IT skills and knowledge of MS Word, MS Excel and PowerPoint.
• Excellent organizational skills and time management skills.
• Excellent written and oral communication skills.