Customer Service Coordinator

Customer Service Coordinator

The Customer Service Coordinator supports day-to-day operations in a busy R&D environment. Acting as a key point of contact for scientific staff, this role helps manage service requests, equipment needs, and vendor activities, while ensuring processes run smoothly and in line with site standards. The coordinator also maintains accurate records and supports communication across teams to keep lab operations running efficiently.

Job Responsibilities:

• Receive, review, and process service reports ensuring accuracy of data.
• Maintain and update work orders, equipment status, and maintenance records to support timely and compliant closure.
• Provide monthly reporting for the scheduling and coordination of preventive maintenance, calibration, and service activities with internal teams and external vendors.
• Serve as the primary point of contact for scientific staff and provide timely updates on service requests.
• Monitor shared inboxes and respond to inquiries promptly in alignment with service expectations.
• Greet and coordinate third-party contractors upon arrival, ensuring they meet EHS, GxP, and site-entry requirements.
• Support the contractor induction process by verifying required documentation and training completion.
• Assist with calibration label workflows and ensure adherence to required procedures.
• Maintain service and calibration documentation according to site expectations/procedures.
• Retrieve and organize records as needed for audits, inspections, or internal reviews.
• Partner with Scientific Services and other site teams to support smooth daily operations.
• Participate in workflow improvements to enhance service quality and efficiency.

Critical Skills:

• Strong interpersonal skills to build trust and rapport with scientific staff, service engineers, and vendors.
• Clear and professional verbal and written communication skills.
• Proficiency with CMMS platforms and comfort learning new systems.
• High attention to detail when managing service requests, documentation, and compliance tasks.
• Ability to follow and apply GxP, EHS, and site-specific procedures accurately.
• Solid organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Effective problem-solving skills with the ability to identify issues early and escalate appropriately.
• Ability to collaborate effectively with cross-functional teams across scientific, technical, and operational areas.
• Dependable, proactive work style with the ability to operate independently.
• Strong sense of integrity and commitment to accurate record-keeping and compliance.
• Adaptability in response to shifting priorities, urgent requests, and evolving operational needs.

Qualifications:

• Secondary education completion (High School Diploma, GCSEs, A-Levels, or equivalent) with 3 plus years of customer service experience.
• OR post-secondary education (Associate's Degree, HNC/HND, or completion of university-level coursework) with at least 1 year of experience in customer service, laboratory support, or a technical support role.
• Proven experience supporting a technical support team, preferably in a pharmaceutical laboratory environment.
• Proficiency using Microsoft Office (Outlook, Excel, Word, Teams)

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory.
• Job pace may be fast and job completion demands may be high.
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching to perform in a service function.
• Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds).
• Specific vision abilities required by this position include without limitation, the ability to observe details at close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus to perform the essential service functions of this position.

Join our Team!

We are strongly committed to the development of your career and giving you opportunities to learn and grow.

We make a difference for you while you make a difference in the world!