Office Manager​/Operations Coordinator

Join Our Team at Microbac Laboratories

If you are interested in making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!

We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients worldwide, offering laboratory solutions to the life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined over nearly 50 years of trusted, analytical and measurement experience.

Through our network of laboratories, offices, and field services, we have the flexibility to meet the unique requirements for each client, project, and scope.

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

We are hiring an Office Manager/Operations Coordinator for our Methuen, MA location. The position is remote initially, but you must reside near Methuen, MA. One of the first responsibilities of this role will be researching, touring, and helping to secure office space in this area. The position will transition to a physical office once the location is selected.

The Service Center Manager work within our operations team, supporting Customer Relationship and operations by 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.

• 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

• 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

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; talk or hear; and taste or smell. The employee is occasionally required to…