Client Services Team Lead

SUMMARY:
Responsible for shipping and receiving, processing and administration of samples, which
involve knowledge on intermediate to complex lab and administration policies, programs
and practices while completing appropriate forms, documents and databases. These roles
can provide a variety of services in the maintaining of information, shipping, receiving,
samples and materials, and related areas.

ESSENTIAL FUNCTIONS:
This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.
1. Influences all aspects of performance management including hiring, goal setting, development, evaluating, performance improvement, motivation and recognition. May provides ongoing feedback for performance improvement.
2. Builds an engaging team environment by training and coaching associates while holding them accountable to execute on Standard Operating Procedures (SOPs) and recognizing outstanding team member contributions. Listens to team members’ feedback and resolves issues or conflicts. May lead regular team meetings and communicate essential information to team.
3. Ensures individual work is being prioritized appropriately. Ensures timely client responses; re-routes or redeploys work where necessary.
4. Provides a variety of services using warehouse and lab support knowledge covering multiple areas of sample administration, including receiving, scanning, storage, preparation, shipping and disposal; samples involve more complex administration.
5. Reviews, completes and processes various standard types of logs, documents, databases, and related materials and information.
6. Picks up, transports and delivers samples, documents, materials and other items as needed.
7. Cleans, maintains, and stocks supplies, tools, paperwork, and related items; disposes of materials and samples using well established guidelines and instructions.
8. Determines short-holds and rush samples and prioritizes based project requirements.
9. Provides intermediate to complex support in the application and assistance to staff and management regarding sample, equipment, and shipping/receiving administration policies, programs and practices.
10. Provides various support in researching issues and developing recommendations to resolve project and customer issues.
11. Assists in the review and implementation of sampling, equipment and shipping/receiving administration policies, practices and programs to meet organizational, operations and management needs.
12. Assists with ensuring compliance with applicable laws, rules and regulations; receives guidance and direction or escalates when required.
13. Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
14. Promotes and supports the overall mission of Pace Analytical by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

1. Education and Experience:
High school diploma or equivalent AND three (3) years of sample, material, or lab
administration or related experience; OR an equivalent combination of education, training and experience.

2. Required Certificates, Licenses, and Registrations:

Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.

• Valid Driver’s License is often required.

Required Knowledge and Skills

1. Required Knowledge:

• Intermediate to complex principles, practices and techniques of sample and lab administration.
• Intermediate to complex principles, practices and techniques of shipping and receiving.
• Working with the daily administration and oversight of sample programs, policies and procedures.
• Safe driving principles and practices.
• Intermediate to complex methods to resolve sample administrative or technical problems, questions and concerns.
• Ability to learn standard applicable organizational policies and procedures on sample, equipment and shipping/receiving administration.
• Computer applications and systems related to the work.
• Principles and practices to serving as an effective project team member.
• Methods to communicate with staff, coworkers, and customers to ensure safe, effective and appropriate operations.
• Correct business English, including spelling, grammar and punctuation.

2. Required Skills:

• Performing intermediate to complex sample, equipment, and shipping/receiving administration duties in a variety of assigned areas.
• Providing standard support within varied sampling and shipping/receiving functions.
• Serving as a team member working with customers and projects.
• Safely operating a motor vehicle
• Operating in both a team and individual contributor environment.
• Interpreting, applying, and explaining organizational policies and procedures.
• Maintaining databases, forms, documents, and related informati0n.
• Using initiative and judgment within established department policies and procedures.
• Using tact, discretion, and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to groups and peers and the department.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

PHYSICAL/MENTAL REQUIREMENTS:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in a lab and office setting, use standard office and lab equipment and
stamina to sit for extended periods of time; exerting up to 50 pounds of force occasionally
and/or up to 20 pounds of force frequently to lift, carry, push, pull or move objects; vision to
read printed materials and computer screens; and hearing and speech to communicate in
person or over the telephone.

WORKING ENVIRONMENT:
Work is performed in a lab and office setting. Work is subject chemicals, fumes, gasses,
noxious odors, and related items in a lab and samples setting.

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