Bachelor of Arts (BA), Bachelor of Science (BS), Associate of Science (AS)
Saco, ME, USA
In Person
About the job
Requirements
A B.A. or B.S. and four years of work experience in a business or science field, or an A.S. degree and at least five years of customer service experience in a professional setting.
At least two years of experience as a team lead or supervisor.
Experience onboarding and training new employees.
Experience scheduling work, assigning tasks, and balancing team workloads.
Professional customer service communication skills.
Clear, concise written and oral communication skills and strong computer skills.
Ability to work efficiently and accurately with close attention to detail.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Proficiency in Microsoft Suite.
Experience with shipping platforms such as FedEx and UPS.
Ability to communicate verbally with customers in a professional and friendly manner via telephone and email.
Ability to sit for extended durations and perform continuous computer and keyboard work at a standard office workstation.
Ability to lift and transport materials up to 25 pounds.
Responsibilities
Schedule and coordinate daily Customer Service activities, including order processing, phone and email tasks, and shipping tasks.
Ensure workflows and processes are followed according to Standard Operating Procedures.
Work with the Customer Service Manager to provide feedback on the Customer Service team's quality and performance.
Oversee the Customer Service training program by assigning trainers to new employees, scheduling in-services, and maintaining training documentation.
Mentor the team on MMQCI quality and meeting customer expectations.
Maintain safe work areas and work with the MMQCI Safety Committee.
Serve as a resource to the Customer Service team in resolving complex customer issues.
Collaborate with Manufacturing, Research and Development, and Quality Assurance/Regulatory Affairs teams.
Process customer orders accurately and efficiently, reviewing them for completeness and compliance with procedures.
Respond to customer inquiries about products, components, and pricing by phone and email.
Coordinate global shipping, including identifying new carriers when needed due to pricing increases or remote locations, addressing dry ice restrictions and customs issues, and ensuring product storage conditions are met.
Accurately record and maintain customer interactions in the customer database.
Receive incoming critical and noncritical shipments and support inventory management processes as needed.
Apply knowledge of the Quality Management System to assist with change orders, process improvements, and corrective actions.
Attend interdepartmental meetings, including Planning and Customer Complaint meetings.
Desired Qualifications
Familiarity with medical or clinical laboratory practices.
Help Deliver Exceptional Service in the Biotech Industry!
The Customer Service Supervisor reports to and works closely with the Customer Service Manager to schedule and coordinate the Customer Service team’s tasks and activities, provide guidance and feedback, and oversee employee training and development. The Supervisor serves as a key point of contact for customers, providing timely, accurate, and solutions-oriented support related to orders, products, inquiries, and issue resolutions while supporting the order fulfilment process. The Supervisor also oversees daily customer service operations, collaborates cross-functionally with other MMQCI departments, contributes to process improvements within the Quality Management System (QMS), and helps maintain a positive, quality-focused team environment. This role ensures accuracy, efficiency, and compliance with company procedures while promoting a high standard of customer satisfaction. The customer comes first at MMQCI!
What You Will Get to Do
Schedules and coordinates the daily Customer Service activities including order processing, phones, emails, and shipping tasks
Ensures that work is done correctly, i.e., workflows and processes are followed according to Standard Operating Procedures (SOP’s)
Works closely with the Customer Service Manager to provide feedback on the Customer Service team’s quality and performance
Oversees the Customer Service training program; assigns trainers to new employees, schedules in-services, and maintains training documentation
Mentors team on MMQCI quality and meeting customer expectations
Responsible for maintaining safe work areas and works with the MMQCI Safety Committee
Serves as a resource to the Customer Service team to resolve complex customer issues
Collaborates cross-functionally with MMQCI Manufacturing, Research and Development (R&D), and Quality Assurance/Regulatory Affairs (QA/RA) teams
Processes customer orders accurately and efficiently while also reviewing for completeness and compliance with procedures
Responds promptly to customer inquiries regarding MMQCI products, components, and pricing via phone and email
Coordinates global shipping which may encompass finding new carriers due to pricing increases and/or remote locations, dry ice restrictions, and resolving customs issues while making sure product storage conditions are being met
Accurately records and maintains customer interactions within the customer database
Receives incoming critical and noncritical shipments and support inventory management processes as needed
Applies knowledge of the QMS to assist with change orders, process improvements, and corrective actions
Attends inter-departmental meetings such as the Planning and Customer Complaint meetings
Required Skills & Experience
B.A. or B.S. with 4 years of work experience in a business or science field, or an A.S. degree and a minimum of 5 years of experience in customer service in a professional setting
A minimum of 2 years’ experience as a team lead or supervisor
Experience onboarding and training new employees
Demonstrated ability to lead, coach, and motivate a team in a professional customer service environment
Experience scheduling work, assigning tasks, and balancing team workloads
Contributes to a positive customer experience by maintaining professionalism and strong communication skills
Familiarity with medical or clinical laboratory practices preferred
Clear, concise communication skills, written and oral, and excellent computer skills
Highly detail-oriented with the ability to work efficiently and accurately
Strong work ethic and willingness to support team needs as required
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Proficiency in Microsoft Suite
Experience with shipping platforms such as FedEx and UPS
Must be able to verbally communicate with customers in a professional but friendly manner via telephone and email
Ability to sit for extended durations and perform continuous computer and keyboard work at a standard office workstation
Ability to lift and transport materials up to 25 lbs
Why You’ll Love Working Here
Opportunity to make a meaningful impact within a growing diagnostic company
Collaborative, mission-driven team environment
Competitive compensation and benefits
Benefits We Offer
Medical, dental, and vision insurance
401(k) retirement savings plan
Company profit sharing program
Paid time off, including vacation, holidays, and sick leave
Paid Parental Leave Program
The pay range for this position is $28.85 to $54.81/hour
Get to know the MMQCI team! https://www.mmqci.com/about/employee-spotlight/employee-spotlight.html
Maine Molecular Quality Controls, Inc. (MMQCI) designs, develops, manufactures, and sells unique quality control products used by hospital laboratories and manufacturers to monitor the accuracy of tests for genetic, oncologic, and infectious diseases. MMQCI has proprietary technologies to stabilize DNA and RNA for use as quality controls and continues to pursue the discovery of novel techniques useful for the development of new quality control products.
MMQCI is conveniently located in beautiful southern coastal Maine, minutes from the Maine Turnpike, Portland International Jetport, and less than 2 hours from Boston. Close by are fabulous Portland restaurants, sandy beaches, and a plentiful supply of Maine lobsters! Many terrific outdoor activities are easily accessible including hiking, biking, kayaking, fishing, skiing and snowshoeing. We’re in a state-of-the-art facility, located in Saco, right next to the Eastern Trail. Come join us!
Interested in joining our team? Please submit both a resume and cover letter with your application for consideration.