Client/Customer Services Specialist - Resource Logistics, Inc.
King of Prussia, PA
About the Job
Daily Responsibilities/Job Description:
" Serve as point of contact for customer lab staff, facilitating and coordinating laboratory needs and activities.
" This role will work closely with other teams to seamlessly deliver lab support services.
" Help coordinate the working lab environment daily and notify inventory team of shortages in point of use cabinets including but not limited to glassware, lab coats, PPE, consumables.
" Occasionally support / coordinate Client removal from labs, ensuring use of Client streams with appropriate third-party vendors.
" Act as the liaison for escorting third-party vendors to customer lab staff for maintenance and/or repairs visits.
" Meet regularly with key stakeholders (lab staff, service providers, management) to identify, review and resolve issues in a timely manner and/or escalate as necessary.
" Regularly engage with the customer and staff to ensure quality and compliance within the laboratory.
" Collaborate with customer line safety reps to ensure a high level of safety is maintained in the lab.
" Provide updates and timely communication to lab users on service work requests.
" Provide area walkthrough for new members of customer staff and visitors.
" Once certified, provide coordination of a 5S (Sort, Set in Order, Shine, Standardize, Sustain) lean service.
" May be required to cross-train and provide back-up to other lab support areas in their lab.
" Complete relevant paperwork according to principles of Good Documentation Practice.
" Help facilitate meetings with the ability to communicate from an area of expertise of LSC functions.
" Demonstrates appropriate use of office equipment/software after training
" Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
Interaction level with Management/Team Members:
Daily
Skills Overview:
Qualifications/years of experience: " High School Diploma or equivalent and 1-2 years experience in a customer facing role
Preferred Qualifications:
" 2+ years experience in a customer facing role within a scientific environment.
Must Haves: " Excellent customer service skills complemented by an ability to listen to and interpret client requests.
" Initiative driven with proactive skill set to improve processes.
" Ability to read and interpret chemical labeling and hClientardous signage.
" Good Documentation Practice.
Technology Requirements: " Inter,te MS Office Skills: Outlook, PowerPoint, Word, Excel
Additional Requirements:
" Professional Certification/Associates degree in relevant field (Project Management, 6-Sigma, Business Administration, Supply Chain)
" Basic understanding of GLP/GxP and/or experience working in a compliance driven environment.
" Experience with 5S (Sort, Set in Order, Shine, Standardize, Sustain) principles
" Sufficient knowledge to independently carry out duties of chemical and safe handling practices.
" Basic knowledge of Occupational Health and Safety Working Environment:
" Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
" Job pace may be fast and job completion demands may be high.
" Must be able to remain in a stationary position more than 25% of the time
" The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
" Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
" Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
" Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
" Employee may be required to handle hClientardous Client according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hClientardous Client.
" Potential risk to lab-based hClientards including but not limited to extreme temperature, biological materials, hClientardous chemicals.
" May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hClientards present in the laboratory environment.
" Serve as point of contact for customer lab staff, facilitating and coordinating laboratory needs and activities.
" This role will work closely with other teams to seamlessly deliver lab support services.
" Help coordinate the working lab environment daily and notify inventory team of shortages in point of use cabinets including but not limited to glassware, lab coats, PPE, consumables.
" Occasionally support / coordinate Client removal from labs, ensuring use of Client streams with appropriate third-party vendors.
" Act as the liaison for escorting third-party vendors to customer lab staff for maintenance and/or repairs visits.
" Meet regularly with key stakeholders (lab staff, service providers, management) to identify, review and resolve issues in a timely manner and/or escalate as necessary.
" Regularly engage with the customer and staff to ensure quality and compliance within the laboratory.
" Collaborate with customer line safety reps to ensure a high level of safety is maintained in the lab.
" Provide updates and timely communication to lab users on service work requests.
" Provide area walkthrough for new members of customer staff and visitors.
" Once certified, provide coordination of a 5S (Sort, Set in Order, Shine, Standardize, Sustain) lean service.
" May be required to cross-train and provide back-up to other lab support areas in their lab.
" Complete relevant paperwork according to principles of Good Documentation Practice.
" Help facilitate meetings with the ability to communicate from an area of expertise of LSC functions.
" Demonstrates appropriate use of office equipment/software after training
" Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment
Interaction level with Management/Team Members:
Daily
Skills Overview:
Qualifications/years of experience: " High School Diploma or equivalent and 1-2 years experience in a customer facing role
Preferred Qualifications:
" 2+ years experience in a customer facing role within a scientific environment.
Must Haves: " Excellent customer service skills complemented by an ability to listen to and interpret client requests.
" Initiative driven with proactive skill set to improve processes.
" Ability to read and interpret chemical labeling and hClientardous signage.
" Good Documentation Practice.
Technology Requirements: " Inter,te MS Office Skills: Outlook, PowerPoint, Word, Excel
Additional Requirements:
" Professional Certification/Associates degree in relevant field (Project Management, 6-Sigma, Business Administration, Supply Chain)
" Basic understanding of GLP/GxP and/or experience working in a compliance driven environment.
" Experience with 5S (Sort, Set in Order, Shine, Standardize, Sustain) principles
" Sufficient knowledge to independently carry out duties of chemical and safe handling practices.
" Basic knowledge of Occupational Health and Safety Working Environment:
" Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
" Job pace may be fast and job completion demands may be high.
" Must be able to remain in a stationary position more than 25% of the time
" The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.
" Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
" Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus in order to perform the essential service functions of this position.
" Occasionally operates a computer and other office machinery, such as a calculator, copy machine, and computer printer.
" Employee may be required to handle hClientardous Client according to local, state, and federal regulations. Duties may include identifying, handling, generating, accumulating, storing and labeling hClientardous Client.
" Potential risk to lab-based hClientards including but not limited to extreme temperature, biological materials, hClientardous chemicals.
" May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator as protection against hClientards present in the laboratory environment.
Source : Resource Logistics, Inc.
