Client Service Supervisor

Job description

Responsible for providing leadership, direction, and training to Client Service Technicians, Couriers, Client Ambassadors/Client Service Representatives and other workers in the Sample Receiving and Courier Departments. Facilitates employee conformance to Good Laboratory Practices and all specified Operating Procedures. Ensures compliance to all client requirements and communicates requirements to laboratory personnel.

JOB FUNCTIONS

• Oversees all Client Service Receiving, Ambassador and Courier functions as required
• Performs Client Service Receiving, Ambassador and Courier functions as necessary Responsible for interviewing, hiring and training Sample Receiving, Courier and Ambassador personnel
• Coordinate courier pick-ups with clients, track courier pick-ups and create reports for billing purposes Interface with outside shipping providers to ensure clients requirements are met Responsible for vehicle maintenance to make sure vehicles are in proper working order
• Provides feedback to direct reports, conducts employee performance reviews and provides ongoing guidance for continued employee development
• Schedules personnel to facilitate an efficient operation
• Communicates necessary changes or information to his or her department
• Identifies quality related problems and initiates immediate investigation, corrective action, and follow up
• Ensure the Quality Management System is maintained in accordance with the ISO 17025 standards LEADERSHIP/SUPERVISORY

RESPONSIBILITIES

• Provides guidance and/or leadership to others, including indirect reports, peers, or managers Yes Has hiring and terminating responsibilities Yes
• Supervises others Yes Number of employees directly reporting - Supervisory; 5-15 Non-Supervisory JOB COMPLEXITY Navigate complex client requests involving multiple projects and sites
• Interprets and evaluates problems occurring which may not conform to clearly established practices and precedents.

Knowledge of a variety of complex rules, procedures or work methods.

Qualifications

EDUCATION AND EXPERIENCE

4-year degree in Microbiology/Chemistry, related field, or equivalent work experience Required 3+ year experience in Client Service or Laboratory Operations Required Effective problem prevention and problem-solving skills.

Required

• Strong written and verbal communication skills necessary to cross multiple disciplines Required
• Excellent interpersonal and problem-solving skills Required
• Proficiency with Microsoft and Word/Excel Required
• Proficiency with LIMS and ASnAP systems Required
• Ability to interact with clients effectively while maintaining a professional and pleasant work approach even under stressful conditions Required
• Ability to work independently or with minimal supervision Required Flexibility is required to meet sudden and unpredictable need Required 3-5 year experience in a commercial food testing laboratory Preferred