Client Services Coordinator

The Fountain Group; Oklahoma City (OK); Hybrid; USD 45,000 - 65,000; Full time

Job summary

The Fountain Group is seeking a Remote Client Services Coordinator to support client services activities, including interactions with client services representatives and sales and scientific staff. You will ensure timely, accurate information responses to routine tasks and ad hoc requests.

Responsibilities include maintaining databases and CRM reports, coordinating with multiple teams on agreements and documentation, and assisting with site administration and logistics for visits and shipments.

Qualifications

• Associate degree in biotechnology or biological sciences required; advanced education preferred.
• 0–2 years in client services or project management in a lab or research setting.
• MS Office, MS Project, Excel and databases experience preferred.

Responsibilities

• Update and maintain databases; prepare regular management reports from CRM and other sources.
• Maintain information systems related to projects and customer data (e.g., SAP, Labware LIMS).
• Monitor roadblocks and help meet milestone dates; propose solutions.
• Manage incoming client documentation and route to correct recipients (POs, SOWs).
• Assist Business Development with coordinating and hosting technical visits (scheduling, meals, dietary needs).
• Coordinate with Client Account Management, Business Development and Client Services for agreements and related documents.
• Update systems with client name/address changes and disseminate information as required.
• Coordinate vendor supply forms for clients placing orders with Biologics Testing Solutions.
• Coordinate shipments from long-term storage and obtain quotes from cold-chain couriers.
• Triage and track client requests and ensure follow-up.
• Serve as SOP Coordinator as needed and ensure regulatory compliance.
• Assist portal administration and site setup in MyCharlesRiver portal.
• Perform other duties as assigned.

Skills

Multitasking

Written communication

Verbal communication

Organizational skills

Attention to detail

Analytical thinking

Problem solving

Education

Associate degree in biotechnology or biological sciences

Tools

MS Office

MS Project

Excel

Databases

Job description

Client Services Coordinator

Location: Remote (Must live in EST). Duration: 6 month contract with the possibility to extend.

Basic Summary

Serve as Client Services Coordinator providing assistance and support for Client Services activities including interactions with Client Services Representatives and sales and scientific staff. Ensure the provision of timely, accurate, and comprehensive information in response to routine assigned tasks and ad hoc requests.

Essential Duties and Responsibilities

• Assist with updating and maintaining applicable databases. Prepare and issue regular management reports from the company's CRM system and other sources as requested.
• Maintain various information systems related to project and customer data such as Information Technology Request System, SAP, Labware LIMS
• Monitor, make recommendations, and develop solutions for any roadblocks that would inhibit a milestone date being met (i.e., changes of work scope, material shipment delays).
• Manage incoming documentation from clients and route to correct recipients (i.e. Client-supplied purchase orders, signed SOWs).
• Assist Business Development with coordination and hosting of technical visits as necessary (e.g., meeting scheduling, ordering lunch/breakfast, get dietary restrictions).
• Coordinate with Client Account Management, Business Development, Client Services staff for issuance, tracking, review, and execution of documentation such as Master Services Agreement/Laboratory Services Agreement, Material Transfer Agreements, Confidentiality Agreements between Client and Charles River Legal staff.
• Coordinate with Client Account Management, Business Development, Client Services staff upon receipt or notification of Client name and/or address changes, obtain required documentation for review by Charles River Legal staff and other personnel as required, updating of all applicable systems, and dissemination of information to appropriate staff members upon completion.
• Coordination with Client and applicable Charles River staff for review and execution of Vendor Supply forms, as applicable to Clients placing orders with the Biologics Testing Solutions division.
• Coordinate with Client Account Management, Business Development, Client Services, and Sample Processing/Shipping Logistics staff for Client-requested shipments from Charles River long-term storage services areas, including obtaining quotes as required from cold-chain logistic couriers for Client Services' issuance of Proposals to Clients.
• Manage, triage, and track Client requests, inquiries, and complaints, facilitate routing to responsible person, and ensure follow up is done as necessary.
• As applicable, fulfil the role of Departmental SOP Coordinator. Ensure departmental adherence to pertinent regulatory requirements and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].
• Assist with mycharlesriver portal administration and set up and modification to sites
• Perform all other related duties as assigned.

Qualifications

• Education:Associate degree (A.A. / A.S.) or equivalent in biotechnology or biological sciences, or related discipline required. Advanced education preferred.
• Experience: 0-2 years related experience in client services or project management in a laboratory or research environment. Experience in a CRO/CMO is preferred
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Other: Ability to multi-task, excellent written and verbal communication skills, organizational skills, and attention to detail. Possess analytical thinking and problem-solving skills. Ability to prioritize and re-evaluate priorities as situations change. Working knowledge of computer software (MS Office, MS Project, Excel and database experience preferred)

Physical Demands

• Must regularly operate a computer and occasionally operate other office productivity machinery such as a calculator, copy machine, and computer printer.
• Must regularly communicate with employees/customers; must be able to exchange accurate information.
• Regularly provides information to and receives information from/through various technologies, media, sources and contacts. Must be able to accurately exchange accurate information in these situations.
• Must move about inside the office to access file cabinets, office machinery, etc.

Work Environment

1. General office working conditions, the noise level in the work environment is usually quiet.