We are seeking a Client Operations Associate to join our growing team in Newark! The Client Operations Associateperforms a broad range of functions to support daily operations relationship management of the Client Services department. This position interacts directly with internal operation teams to ensure all project order requirements are met. This position also has a requirement to help support the Client Relations team with cross-departmental projects as needed.

Essential Duties and Responsibilities

• Provides superior service to clients through professional, timely communication with internal teams to provide updates to Client Relations team. Internal department communication methods include email, video and in-person meetings.
• Manages all internal department communications for project orders, including:
• Responding to Client Relations team regarding client inquires, requests, and issues. Works as needed with internal departments to resolve operational issues, such as inventory discrepancies.
• Coordinates/attends internal team meetings as needed to discuss project status and/or address any project issues based on individual client needs
• Communicates to Client Relations team of order processing/fulfilling issues including:
• Order delays, troubleshoot incorrect orders, provide order alternatives and short calculations
• New project coordination
  • Exports project details and drafts project request form
• Submit procurement request for consumables and confirms receipt of consumables, samples and data to Client Relations team
• Communicates with Client Relations team on any questions/concerns
• Monitors Service-Level Agreements (SLAs) and ensures agreements are achieved on a daily basis
• Data and Plate Map Generation
• Compiles data from operation teams and runs data reports. Share final data for accuracy validation and final approval
• Discuss and resolve issues with operations teams
• Updates project worksheets as needed
• Order Placement
  • Places internal or online orders to support processing
• Submit IT tickets for internal project issues
• Inventory Management
• Investigate and resolve discrepancies (Ex - negative amounts and missing sample data)
• Submits manifests and forwards shipping documents/instructions to Shipping department
• Communicates with Client Relations team on all operational items for client projects
• Alerts Client Operations Supervisor of any escalated client issues

Position Requirements

• Prior lab experience or scientific background (2-4 years) HIGHLY PREFERRED
• Four-year degree preferred
• Thorough attention to detail, ability to work as part of a team
• Good interpersonal and communication skills in order to work well with the team
• Strong communication and organizational skills
• Basic chemistry/laboratory knowledge preferred
• Problem solving and time management skills
• Ability to follow directions and take initiative
• Excellent data management skills and proficiency with all Microsoft Office software, particularly an extensive knowledge and understanding of MS Excel required
• Intermediate/Advanced Excel skills
• LIMS, CRM, and ERP systems experience a plus
• Maintains regular work schedule and is free from excessive absenteeism or tardiness

This position will be onsite Monday-Friday in our Newark, DE office.

After successful completion of the introductory period, position may be eligible to apply for a hybrid/telework schedule, working 3 days in office, 2 days at home.