Customer Relationship Coordinator

Microbac Laboratories, Inc; Sterling (VA); On-site; USD 36,000 - 48,000; Full time

Job summary

Microbac Laboratories, Inc. is seeking a Customer Relationship Coordinator to support the CR team and operations by delivering world-class CX to Tier III clients.

You will greet customers, route questions, and collaborate with management to resolve basic issues while handling clerical duties. Responsibilities include interfacing with clients via phone, email, and in person; processing AP/AR in NAV; maintaining accounts in CRM; and ensuring accurate onboarding and documentation across systems.

Qualifications

• High school degree or equivalent is required.
• Experience working with applications within the Microsoft Office Suite is required.
• Prior accounting experience or education is preferred.
• Prior customer service experience is preferred.
• Prior office administrative experience is preferred.

Responsibilities

• Provide timely support to lab staff by addressing administrative needs.
• Greet and interface with customers via phone, email, and in person.
• Process vendor invoices and coding in NAV.
• Create client invoices and handle AR tasks and collections.
• Maintain CRM/CRS onboarding for accounts with accurate setup.
• Manage supplies, filing, and general office operations.
• Assist with HR onboarding and other duties as assigned.
• Ensure timely invoicing and accurate documentation.

Skills

Office systems knowledge

Customer service

Communication skills

Education

High school diploma or equivalent

Tools

Microsoft Word

NAV

Excel

Job description

JOB SUMMARY

Customer Relationship Coordinators work within our Customer Relationship team, supporting CR and operations by providing world class customer experience (CX) to Tier III customers through timely response and effective communication. Customer Relationship Coordinators engage 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, and addressing other clerical duties as needed.

MAJOR/ESSENTIAL FUNCTIONS

• Provide timely support to laboratory technical and administrative staff by effectively addressing administrative and clerical needs
• Greet and interface with customers via phone, email, and in person, ensuring clients have a positive experience
• Thorough understanding of company finance system (NAV)
• Accounts Payable (AP): review vendor invoices, code and submit to corporate
• Accounts Receivable (AR): create client invoices, submit checks received, etc.
• 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 documents, data entry and other clerical functions as needed
• Works with the CRM/CRS to ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT/CRM/AXIS/CONTROL and any other system set ups critical to customer management
• Field incoming leads and ensure they are transferred to the correct CRM/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
• Assist with the logging and tracking of client test samples and other materials received
• Maintains office services by organizing office operations and procedures; preparing reports; controlling correspondence; maintaining filing systems
• Collections: Work daily on addressing all late payments
• Vendor invoices: Confirm all orders that have been placed have an associated invoice and it has been entered into NAV. No invoices are missing
• AR: Check past due accounts and what/if any needs to be put on hold
• Third Party Invoicing: Ability to navigate all third-party invoicing systems (ARIBA, etc.)
• Act as primary or secondary person to order all supplies
• Receive all supplies and orders, confirm with packing slip and address all issues
• Building issues: Primary person to work with outside services to maintain building
• Limited time off on: Wednesdays (AP batch uploads); 1st business day of the month (monthly invoices); Last day of the month (to assure everything is invoiced)
• Primary person to answer phone and answering questions or inquiries from both internal and external customers
• Maintains necessary supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting supply orders; verifying receipt; and maintaining an orderly storage system
• Thoroughly and accurately fills out and completes documents such as chain of custody forms
• Proof reports, making corrections where necessary
• Assist with various HR functions such as new employee onboarding
• Contributes to team effort by accomplishing related results as needed
• Any other duty as assigned
• Perform other related duties as needed

PREFERRED QUALIFICATIONS

• General knowledge of office systems
• Ability to navigate and work within various computer software programs (i.e.; Microsoft Word, NAV and Excel)
• Ability to work well under the pressure of deadlines and manage multiple projects effectively
• Excellent customer service and communication skills
• Must possess excellent organization skills and be able to maintain neat and orderly systems and workspace
• Must display a positive and enthusiastic demeanor while interfacing with external and internal clients and throughout the execution of all duties

EDUCATION AND EXPERIENCE

• High school degree or equivalent is required
• Experience working with applications within the Microsoft Office Suite is required
• Prior accounting experience or education is preferred
• Prior customer service experience is preferred
• Prior office administrative experience is preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

The physical demands and working conditions 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; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

WORKING CONDITIONS

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel less than 20%

OTHER

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac promotes a drug‑free, alcohol‑free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer – We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.