Laboratory Technical Client Services Project Coordinator

Vanguard Laboratory; Olympia (WA); On-site; USD 52,000 - 75,000; Full time

Job summary

Vanguard Laboratory in Olympia, WA is seeking an exceptionally dependable, organized professional to serve as a primary liaison between clients and laboratory staff. This role blends technical client service, project coordination, sample review, and operational support.

You will manage a high volume of inquiries, coordinate with chemists and microbiologists, ensure accurate submission and reporting, and drive projects to completion while maintaining ISO/IEC 17025 processes.

Qualifications

• Laboratory experience or strong scientific background.
• Excellent written and verbal communication skills.
• Strong customer-service ability, including telephone.
• Ability to manage a large and changing workload.
• Outstanding organization and follow-through.
• Ability to prioritize urgent work with minimal supervision.
• Read and understand technical instructions, testing requests, specifications, and laboratory reports.
• Sound judgment regarding what can be handled independently.
• Strong computer skills, including email, spreadsheets, and web-based tools.
• Professional under pressure and willing to take responsibility until resolved.

Responsibilities

• Serve as primary liaison between clients and laboratory staff.
• Manage high volume of emails and calls.
• Explain testing options, requirements, and turnaround times.
• Coordinate projects across multiple laboratory departments.
• Review submissions for completeness and accuracy.
• Ensure reports and COAs are delivered correctly.
• Maintain organized client and project documentation.
• Escalate urgent or complex issues appropriately.

Skills

Laboratory experience

Excellent communication

Customer service

Organizational skills

Time management

Problem solving

Attention to detail

Reading technical docs

Computer literacy

Education

Bachelor's degree in chemistry or related

Scientific degree

Tools

HPLC

LC-MS

GC-MS

ICP-MS

Job description

Work setting: On-site laboratory position

Who We Are

Vanguard Laboratory is a growing analytical chemistry and microbiology laboratory serving the food and beverage, drinking water, environmental, pharmaceutical, supplement, peptide, nootropic, and research chemical industries.

We are a small, fast-moving laboratory where scientific accuracy, responsive communication, and dependable follow-through are essential. Our clients rely on us not only to perform testing, but also to help them select appropriate analyses, submit samples correctly, understand timelines, and receive complete and accurate reports.

Position Overview

We are seeking an exceptionally dependable, organized, and technically capable person to serve as a primary connection between our clients and laboratory staff.

This is not a traditional receptionist or basic sample-intake position. It is a high-accountability role combining technical client service, laboratory project coordination, sample review, and operational support.

The right person will be comfortable managing a high volume of emails, telephone calls, sample submissions, testing questions, report requests, and active projects. They must be able to take ownership of a request, determine what needs to happen next, coordinate with the appropriate laboratory personnel, and follow the project through to completion.

This position is ideal for someone with a scientific background who enjoys working with people, solving problems, organizing complex workflows, and keeping projects moving. It may also be a strong fit for an experienced laboratory analyst who prefers client interaction and project coordination over full-time bench work.

Primary ResponsibilitiesClient Communication and Technical Support

• Respond professionally and promptly to a high volume of client emails and telephone calls.
• Help clients determine which laboratory services are appropriate for their products and objectives.
• Explain sample requirements, testing options, pricing, expected turnaround times, and submission procedures.
• Answer routine technical questions involving analytical chemistry, microbiology, food testing, drinking water, pharmaceuticals, supplements, peptides, and related laboratory services.
• Recognize when a question requires review by an analyst, Quality Assurance, Process Authority, or Laboratory Director.
• Translate technical information into clear language that clients can understand.
• Provide proactive updates before a turnaround time or promised completion date is missed.
• Handle dissatisfied or concerned clients calmly, honestly, and professionally.

Project Coordination and Follow-Through

• Take ownership of client requests from the initial inquiry through delivery of the completed report.
• Track active projects, promised completion dates, rush requests, missing information, testing progress, and overdue deliverables.
• Follow up with laboratory personnel to determine project status and resolve delays.
• Ensure that client questions, data requests, corrections, and promised follow-ups are completed rather than left in an email thread.
• Coordinate projects involving multiple laboratory departments or testing methods.
• Maintain accurate notes regarding client instructions, commitments, changes, and project status.
• Escalate urgent, overdue, unusual, or technically complex matters appropriately.
• Help identify workflow problems that repeatedly create delays or unnecessary client communication.

Sample Intake and Submission Review

• Review submission forms and supporting documentation for completeness and accuracy.
• Confirm sample identity, requested testing, specifications, turnaround time, reporting instructions, and special handling requirements.
• Contact clients promptly when information is missing, inconsistent, or unclear.
• Assist with receiving, documenting, labeling, organizing, and routing incoming samples.
• Perform an initial quality review before samples are released to laboratory personnel.
• Ensure analysts receive clear instructions and the information needed to complete the requested work.
• Help prepare samples and associated documentation for laboratory analysis.

Reports, COAs, and Documentation

• Review completed reports and Certificates of Analysis for administrative completeness and consistency before release.
• Coordinate COA corrections, revised reports, chromatogram requests, raw-data requests, and other client deliverables.
• Confirm that final reports and supporting documents are delivered to the correct client.
• Maintain organized electronic records and project documentation.
• Protect confidential client, laboratory, and business information.
• Work within Vanguard Laboratory’s ISO/IEC 17025 quality-management system and established procedures.

General Laboratory Operations

• Provide operational and administrative support wherever needed.
• Assist with quotes, project setup, scheduling, document preparation, and client onboarding.
• Work closely with laboratory management, Quality Assurance, sample logistics, chemists, and microbiologists.
• Help maintain an organized, professional, and responsive client experience.
• Contribute to the development and improvement of internal workflows, templates, tracking systems, and communication procedures.
• Step into urgent tasks when necessary to keep laboratory operations moving.

Required Qualifications

• Laboratory experience, a scientific degree, or a strong working understanding of scientific principles.
• Excellent written and verbal communication skills.
• Strong customer-service ability, including confidence communicating by telephone.
• Demonstrated ability to manage a large and constantly changing workload.
• Exceptional organization, attention to detail, and follow-through.
• Ability to prioritize urgent and important work without constant supervision.
• Ability to read and understand technical instructions, testing requests, specifications, and laboratory reports.
• Sound judgment regarding what can be handled independently and what must be escalated.
• Strong computer skills, including email, spreadsheets, shared documents, and web-based project-management systems.
• Ability to remain professional and accurate while working under pressure.
• Willingness to take responsibility for problems and remain involved until they are resolved.

Ideal Qualifications

• Bachelor’s degree in chemistry, biology, microbiology, biochemistry, food science, pharmaceutical science, environmental science, or a related discipline.
• Professional experience in an analytical, environmental, food, pharmaceutical, clinical, or microbiology laboratory.
• Experience in technical customer service, laboratory project management, sample management, or technical account coordination.
• Familiarity with laboratory testing such as HPLC, LC-MS, GC-MS, ICP-MS, endotoxin, sterility, microbiology, food chemistry, or drinking-water analysis.
• Experience reviewing Certificates of Analysis, laboratory reports, specifications, or regulated documentation.
• Familiarity with ISO/IEC 17025, GLP, GMP, USP, FDA, or other regulated quality systems.
• Experience coordinating projects involving multiple departments, deadlines, or deliverables.

Characteristics of the Successful Candidate

• Dependable and consistent
• Energetic and highly productive
• Friendly, confident, and comfortable speaking with clients
• Technically curious and willing to learn
• Persistent about obtaining answers and completing projects
• Comfortable asking questions when information is unclear
• Able to make reasonable decisions without waiting for constant direction
• Calm when priorities change or problems arise
• Willing to perform both technical and routine administrative work
• Focused on completing the entire job, not just their assigned portion

We are specifically looking for someone who notices unfinished work, takes ownership of it, and closes the loop.

Vanguard Laboratory is a small, collaborative laboratory with a high volume of client communication and a broad range of testing services. Priorities can change quickly, and employees frequently work across traditional departmental boundaries.

This position requires regular interaction with clients and laboratory personnel. It is an on-site position because it includes sample review, laboratory coordination, and direct operational support.

• This role may not be a good fit for someone who prefers a slow, highly repetitive environment, avoids telephone communication, or requires every task to be assigned individually.