Lab Customer Service

5 days ago

CHNShanghaiShanghaiFengxian, China Mars Full time

Job Description:

Samples Management & support to lab operations

- Tracking and management of sample transit (courier and shipper)

- Follow track and trace processes for international samples according to local or regional regulatory requirements.

- Receiving and checking the samples integrity and quantity and the analysisrequests

- Ensuring sample registration is done appropriately and completely

- Overseeing the distribution of testing to analytical and microbiology lab (where applicable) - Shipping samples to the external labs in case of analysis being subcontracted (this might include performing paper work for samples shipment across borders)

- Eliminating samples after their retain period - Lab consumables and reagents purchasing, receiving and storage, including stock management

- Responsible for supply budget monitoring, tracking and reporting

Customer services & admin

- Follow up with customers concerning missing samples, incorrect sample amount,etc

- Answering the daily regional lab customers queries related to sample submission, testing progress, partial results, results report, pricing, turnaround time (TAT) etc.

- Interacting with the external partner labs to get access to the information above in case of analysis being subcontracted to them

- Recording complaints, following up the related CAPA and providing a professional answer to the customer

- Communicating to S&F Testing Usage data from LIMS as inputs to thecross-charge

Lab LIMS & IT Systems

- First level support for Users on processes and related systems

- Identifying training needs for associates and Business Partners on processes and related systems and train them when relevant

- Leading or managing process change at the site/region or business partner level to improve quality standards by good practice processes

- Conducting and coordinating any relevant systems testing for the region

- Documenting local processes to ensure key knowledge is retained

- Proactive contributing to the Regional network of Key Users and Functional Experts from other MGS regional labs

- Maintain the LIMS system updated with the regional information

- Conduct training on sample registration to end users in the region

- Coordinate implementation of new LIMS and new interfaces with LIMS (such as equipment connection)

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