Client Services Coordinator

About the role

Cryogene is the industry's most trusted biostorage facility specializing in the secure storage of biological specimens. Utilizing the latest freezer technology and computer inventory control software, Cryogene will cost effectively fulfill all of your sample storage requirements. They have proudly provided storage, receiving and distribution for local, regional, national and international research centers for over 15 years.

PRIMARY RESPONSIBILITIES (include but are not limited to)

• Support Client Services Project Managers with assigned client accounts, projects, and daily service activities.
• Coordinate routine client requests and communications related to scheduling, inventory, receipts, withdrawals, packaging, and shipments; escalate concerns or issues to the appropriate Project Manager or management team member.
• Assist with receipt and inventory management of biological materials, including therapeutic drug products, data entry, relocation, retrieval, packaging, and logistics activities in accordance with standard operating procedures.
• Assist in organizing and coordinating shipments to external sites, including collection of required documentation and preparation of materials and related data for shipment in accordance with applicable procedures and IATA requirements.
• Process incoming materials for storage and verify required documentation is complete.
• Visually inspect materials for condition and data accuracy and perform accurate data entry into electronic tracking systems.
• Support responses to routine client inquiries, including inventory requests, shipment status, documentation requests, and scheduling needs.
• Assist with investigation and follow-up of shipment or inventory discrepancies under the direction of the Project Manager, supervisor, or management.
• Support incoming requests for quotes by gathering information and assisting with the quotation/RFP process; route requests to the appropriate Client Services Project Manager or management team member.
• Maintain ongoing inventory records, including documentation review, data entry, labeling, and inventory reconciliation activities as assigned.
• Assist Client Services Project Managers with project monitoring, status updates, client documentation, meeting preparation, and follow-up activities.
• Review records for completeness and adherence to Good Documentation Practices (GDP).
• Prepare and maintain reports, logs, electronic records, and support client documentation as assigned.
• Use temperature monitoring equipment in accordance with CryoGene procedures.
• Promptly report incidents, monitoring equipment failures, transport delays, discrepancies, or other concerns to the appropriate supervisor or CryoGene management.
• Comply with CryoGene quality systems, SOPs, safety requirements, and applicable training requirements.
• Support operational excellence and collaborate across Client Services, Operations, Quality, Accounting, and other functional teams.
• This position may require periodic evening work, as necessary, to support cryorepository operational quality and service standards.
• Perform other related duties as assigned.

Competencies & Personal Attributes

• Good written and verbal communication skills with clients and team members.
• Strong customer service orientation and professional communication.
• Ability to follow established procedures and direction.
• Basic understanding of quality systems in day-to-day processes, or ability to learn.
• Proficient computer skills, specifically Microsoft Office Suite.
• Strong organizational skills and ability to manage multiple tasks and priorities.
• Excellent attention to detail and commitment to accurate documentation.
• Teamwork, collaboration, accountability, and willingness to learn.
• Ability to recognize when an issue should be escalated.
• Safety awareness.
• Frequently required to type, sit, stand, walk, and lift/carry up to 50 lbs.
• Maintain professional and technical knowledge through required training, educational seminars, and workshops.

Qualifications and Education Requirements

• High school diploma or equivalent with relevant administrative, client service, logistics, laboratory, biorepository, or life sciences experience may be considered. Associate degree preferred.
• Prior experience in client services, project coordination, logistics, laboratory operations, biorepository operations, or a regulated environment preferred but not required.
• Valid Driver's License required. May occasionally be required to drive a company vehicle for local client deliveries as needed.
• Ability to multi-task, prioritize, and meet internal and external client demands.
• Ability to maintain accurate documentation and electronic records.
• Excellent attention to detail.
• Good communication and interpersonal skills.
• Demonstrated ability to learn new systems, procedures, and regulated workflows.