Laboratory Client Support Specialist

Laboratory Client Support Specialist

Pay: $26.00 – $34.00 per hour (DOE)

Job Type: Full-time, In Person

Location: Pasadena, CA

About Us

Harken Research is a rapidly growing ISO 17025-accredited analytical laboratory specializing in testing for dietary supplements, functional ingredients, food, and consumer products. We operate in a fast-paced, high-volume environment with tight turnaround times and a focus on scientific rigor, data integrity, and exceptional client service. Our strengths include customized method development, advanced troubleshooting, and helping clients solve complex analytical challenges.

Summary

We are seeking a Laboratory Client Support Specialist with prior laboratory experience to serve as a key communication bridge between our clients and scientific team. We are seeking a detail-oriented and communicative individual to join our team as a Client Services & Lab Intake Associate. This full-time role at our lab in Pasadena will begin with hands-on laboratory training to provide in-depth knowledge of sample types and the numerous tests that we offer - focusing on sample intake, documentation review, and client communication. After that period, the position will transition into a full-time Client Support role, leveraging your laboratory knowledge to provide exceptional client support.

This position offers real growth potential for someone interested in advancing into a more technical role, operations, or Sales. You’ll gain a deep understanding of our testing processes, client expectations, and lab workflows, which will position you for success in more senior client-facing roles as the company grows.

Duties

During the initial training phase:

• Review chain of custody forms and verify testing instructions with clients
• Accurately enter orders into the internal tracking system
• Communicate with clients to clarify missing or unclear information
• Accession, photograph, and homogenize samples
• Provide clients with timely updates on testing status
• Perform sample extraction and related lab duties

Client Support:

• Respond to client inquiries via email and phone
• Provide updates on turnaround times and results
• Review client testing request and prepare quotes with method suitable to each sample type
• Coordinate with outside laboratories to confirm testing capabilities, obtain pricing information, and get status updates on current testing
• Assist new clients with onboarding and sample submission
• Coordinate with lab and administrative teams to ensure accurate and timely reporting
• Proactively resolve client issues and escalate as needed

·       Distribute Certificates of Analysis (CoAs) upon test completion and address client questions regarding reported results

Technical Coordination

• Relay client instructions and clarifications accurately to laboratory staff
• Identify missing or inconsistent information and proactively resolve issues before testing begins
• Understand and communicate which test should be performed
• Understand basic reporting unit conversions (e.g., mg to micrograms) and answer related client questions.
• Develop working knowledge of:
• Differences between similar tests
• Suitable testing methods for raw materials vs. finished products
• Common sources of analytical interference

Essential Functions

• Working in a stationary position for extended periods of time
• Working on a computer for extended periods of time
• Working in a laboratory for extended periods of time
• Maneuvering objects weighing up to 25 pounds in the course of routine laboratory work
• Communication with employees including laboratory, administrative, and sales personnel; ownership; vendors; contractors; and clients

Qualifications

• Associate’s or Bachelors degree in relevant field (such as Chemistry, Biology, or Chemical Engineering)
• 2-3 years experience working in a testing laboratory is strongly preferred
• Experience in dietary supplement, food, or consumer product testing or experience in a dietary supplement manufacturing setting strongly preferred
• Strong attention to detail and documentation accuracy
• Excellent written and verbal communication skills
• Proficiency in Microsoft Excel, Word, and email platforms
• Customer service experience, preferably in a technical or regulated environment

Preferred Qualifications

• Familiarity with ISO 17025, GLP, or GMP environments
• Exposure to HPLC (hands-on operation, sample prep, or data review preferred)
• Experience accessioning or preparing samples in a lab setting

Job Type: Full-time

Compensation & Benefits

• $26.00 - 34.00/hour (depending on experience)

• Health, dental, and vision insurance

• Paid holidays and PTO

• 401k with company match 

• Opportunity for advancement into a senior technical or management role

Why Join Harken Research?

• Be part of a rapidly growing, scientifically driven testing lab.

• Work closely with scientists and leadership in a collaborative, supportive environment.

• Play a critical role in ensuring data integrity, accurate test selection, and flawless reporting for a wide range of supplement products.

• Enjoy meaningful career growth opportunities in a thriving industry.