Subcontracting Coordinator

Eurofins; Wolverhampton; On-site; GBP 24,000 - 30,000; Full time

Job summary

A life sciences company based in Wolverhampton is seeking a Customer Support Assistant to assist with daily operations, manage customer queries, and support sample analysis processes. Candidates should have good laboratory skills, experience in customer service, and relevant GCSE qualifications. This is a fixed term contract with full-time hours from Monday to Friday.

Benefits

Enhanced Annual Leave Entitlement

Company Pension Plan

Life Assurance Scheme (4 times annual salary)

Enhanced Maternity, Adoption and Paternity Schemes

Employee Assistance Programme – 24/7 confidential

Health Cash Plan

Free parking

Qualifications

• Basic understanding of Interco process and requirements.
• Enthusiasm, energy, and a driven outlook.
• At least one year's experience handling customer queries.

Responsibilities

• Assist department leadership with daily operations and management.
• Ensure customer enquiries are responded to at first point of contact.
• Investigate daily TAT misses and provide data to leadership.

Skills

Customer service

Laboratory skills

Communication

Microsoft Office proficiency

Education

GCSE grade C or above in Maths, English, Chemistry, or Biology

Tools

LIMs application

Job description

Overview

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

We’re proud to be an armed forces-friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.

If you want to continue to help make our world a safer and healthier place, then apply for the role below and become a part of the extraordinary Eurofins network.

Unfortunately, we are unable to offer visa sponsorship for this role

Role details

The purpose of this role is to assist the department leadership with the day-to-day operations and management whilst communicating delays/queries to customers regarding their sample analysis.

Please note this is a fixed term contract expiring 12.12.2026, working 37.5 hours per week - Monday to Friday 08:00 - 16:00.

• To ensure customer enquiries are responded to at first point of contact where possible.
• Assisting sample dispatch with same day KPI achieved to a minimum level of 95%.
• Assisting in reducing overdue customer sample rate
• Identifying incorrect testing selected at the customer level for Interco analysis and working to correct these at the quotation level.
• Identifying samples not reported at the customer level and following up when reported back to UK.
• Building sample specification records to prevent delays in analysis at Interco laboratories.
• Investigating daily TAT misses and providing data to department leadership on daily basis.
• Adjusting Interco replated TAT dates in accordance to agreed Sample Management rules.
• Assisting to prevent delays with manually entered results and identifying correct TAT requirements.
• Creating and updating daily priority tracker for Interco samples.
• Overseeing rush Interco analysis from customer to reporting.
• To communicate delays in analysis to customers at the required service level (Tier A & B) specifically for samples sent to partner laboratories within Europe and the rest of the world.
• To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible.
• Covering all Team Leader duties within the department when required.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Provide accurate, valid and complete information by using the right methods and tools.
• Delivering customer satisfaction by listening to and exceeding customer expectations.
• Perform direct client communication for additional sample analysis requirements, including any queries during the registration process through email or telephone in a professional manner.
• Registration, preparation and analysis of samples as required.
• Provide a high level of internal and external customer care.
• Read and comply with Company rules, procedures, agreements and any notices displayed by the Company throughout your location.

Qualifications

• Basic understanding of Interco process and requirements.
• Good laboratory skills and practices including experience with LIMs application.
• Enthusiasm, energy and a driven outlook.
• Proficient in Microsoft Office. At least one years’ experience handling customer queries and building relations.
• Maths, English, Chemistry or Biology at GCSE grade C or above or equivalent.

Benefits

At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.

As a Eurofins employee you will benefit from:

• Enhanced Annual Leave Entitlement
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health Cash Plan
• Health and Wellbeing Programmes
• Free parking
• Worldwide career opportunities
• Rewards recognising the great work our employees deliver, their dedicated service and celebrating special life events.

What Happens Next

Our people are the backbone of what we do, so it\'s incredibly important we find the right individuals to join us. As a potential new recruit you\'ll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and its requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get to know your key skills and strengths.

Your data As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.

We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Find out more in our career page: https://careers.eurofins.com/