Client Services Coordinator - Cell Solutions (remote)

Client Service Coordinator

For 75 years, Charles River employees have worked together to assist in the discovery, development, and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales, or another area, your skills will play an important role in the work we perform. In return, we'll help you build a career that you can feel passionate about.

Job Summary

Act as Client Service Coordinator for daily business activities and coordination of efforts between all departments and assigned customer accounts to ensure timely, accurate, and comprehensive responses to client requests. May work with Quality, Recruitment, Scientific Operations, Business Development, and Business Finance teams to ensure that high-quality customer service is provided. Adheres to Client Services processes, policies, and procedures.

Essential Responsibilities

• Prepares and manages customer quotes as requested by Business Development Executives.
• Creates and submits orders through SAP (ERP) & internal MBS ordering system.
• Coordinates the entire sales processes by leveraging Sales Force Service Cloud.
• Coordinates with Operations teams to ensure the product is available to complete order.
• Follows up on orders and serves as a liaison between the Sales and Operations teams.
• Participates in and contributes actively to Client Services team call and cross-functional meetings as needed.
• Manages master data tickets, order acknowledgements, and purchase orders for assigned accounts.
• Tracks and follows up with customers on purchase orders with open balances.
• Triages customer & US distributor calls and creates a Service Cloud case to assign to the appropriate person for quickest response.
• Triages and handles customer requests or issues for an assigned region. Assists colleagues in other regions as needed.
• Runs donor and inventory reports to help identify products or donors for a specific customer request.
• Demonstrates excellent communication relationship-building skills by making good opening statements, connecting with the customer, asking open and high-gain questions to determine needs, and provide solutions for customer concerns/questions.
• Makes outbound communications to customer organizations at all levels and functional areas where purchasing decisions are made as needed for sales support activities.

Job Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily using the skills and abilities outlined in this job description. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Discretion in handling confidential and sensitive matters
• Education, Experience, and Licensure:
• Education: Associate's Degree (A.A./A.S.) or equivalent in Business or related discipline.
• Experience: One to two years related experience and/or training.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: None
• Other: Customer service experience preferred. Discretion, tact, and diplomacy required. Ability to prioritize and multi-task. Excellent organizational skills and in utilizing personal computer, e-mail, standard office software packages (word processing, spreadsheet), Salesforce.com Service Cloud, SAP/ERP, Cisco telephone systems.
• Technical Skills:
• Excellent communication skills.
• Thrive in a fast-paced environment with strong organizational and time management skills to prioritize and manage multiple tasks while meeting deadlines.
• Proficient use of Microsoft Office products including Word, Excel, Outlook, and PowerPoint.
• Ability to quickly learn new software programs as needed.
• Language Skills:
• Must have a good command of the English language and be able to communicate clearly and concisely in both written and verbal format.
• Mathematical Skills:
• Must be able to analyze and present quantitative data.
• Able to accurately compute basic mathematical equations such as addition, subtraction, division, multiplication, and percentages.
• Reasoning Ability:
• Must be able to analyze and interpret data relating to various projects and resolve issues and problems that arise.
• Must be able to resolve issues of a general and routine nature and exercise appropriate judgment to escalate issues to senior management.
• Must be able to effectively prioritize routine and nonroutine work assignments to ensure goals and timelines are met.
• Physical Demands and Work Environment:
• The physical demands and work environment described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
• This role will be conducted in a remote/home office environment with strong internet access. Candidates should have access to a quiet, dedicated workspace with the ability to set up standard office equipment in support of daily work.

Compensation Data

The pay range for this position is $22/hr. - $30/hr. USD annually. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients' clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market. With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client's unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies, and hospitals and academic institutions around the world. At Charles River, we are passionate about our role in improving the quality of people's lives. Our mission, our excellent science, and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years. We're committed to providing benefits that elevate your quality of life. Based on your position, these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.

Equal Employment Opportunity

Charles River is an equal opportunity employer and is committed to providing equal employment opportunities for all qualified applicants and employees without regard to race, color, sex, religion, national origin, ancestry, age, mental or physical disability, family status, pregnancy, military or veteran status, or any other characteristic protected by federal, state, or local laws. It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status