Job Description
Service Coordinators ensure the delivery of outstanding service and build strong customer relationships by coordinating with clients, laboratory staff, and support groups. The Service Coordinator is also responsible for verifying sponsor and sample information, obtaining Purchase Orders, and coordination of study tracking.
Essential Duties:
Primary Duties:

• Coordinate with the Log In department to help resolve discrepancies
• Coordinate with the Sales and Service Center departments to obtain and update purchase orders
• Work with Sales staff to update quotes and purchase orders as needed
• Coordinate change orders and pricing revisions in the system
• Coordinate and deliver in house transfer studies, shared samples, Log In sample returns
• New Customer Account Set Up - Learn and master customer experience from sample receipt to
• Assist all customers with questions related to filling out the standard Sample Submission Form and train new customers on the sample submission process
• Act as the point of contact for all customer inquiries related to sample shipments, receiving and test status
• Act as the primary owner for lab-requested changes to quotes
• Train others on new customer relationship systems and processes and assist with integration efforts
• As needed, cover the front desk for the reception of customer and other visits

Secondary Duties:

• Responsible to read and understand all terminology of a purchase order including billing addresses and payment terms and updating within the system as needed
• Partnering with customers to complete purchase orders according to their internal requirements including completion of an accurate Nelson Labs Sample Submission Form (SSF)
• Conduct training for lab staff to address order changes that require a revised purchase order from the customer

Competencies of this position:

• Commitment to an excellent customer service experience
• Attention to detail
• Verbal and written communication skills
• Computer skills - Microsoft Office products,
• Ability to work independently
• Time management- must be able to respond to voicemails, emails and other communications in a timely manner
• Being proactive through problem solving with the customer

Work Environment:
This job operates in a professional laboratory environment and may occasionally work in temperatures above 95 degrees and below 32 degrees and walk on slippery or uneven surfaces. This role routinely uses standard office equipment and lab equipment including but not limited to, computers, keyboards, computer mouses, telephones, photocopiers, file cabinets, and various hand tools.
The possibility exists for exposure to biological and chemical hazards, exposure to carcinogenic compounds and other environmental aspects, which may be considered unfavorable. Employees are expected to follow Biosafety and Chemical Hygiene policies, practices, and procedures.
Education and experience requirements:
High School Diploma and 1-3 years applicable customer service experience
About Us
The name Sotera Health was inspired by Soteria, the Greek goddess of safety, and reflects the Company's unwavering commitment to its mission, Safeguarding Global Health®. Sotera Health Company is a leading global provider of mission-critical sterilization and lab testing and advisory services for the healthcare industry. With a combined tenure across our businesses of nearly 200 years and our industry recognized scientific and technological expertise, we help to ensure the safety of millions of patients and healthcare practitioners around the world every year. Across our 64 facilities worldwide, we have over 3,000 employees who are dedicated to safety and quality. We are a trusted partner to more than 5,800 customers in over 50 countries, including more than 40 of the top 50 medical device companies and 8 of the top 10 global pharmaceutical companies.
Sotera Health goes to market through its three best-in-class businesses - Sterigenics®, Nordion® and Nelson Labs®. Sterigenics is a leading global provider of outsourced terminal sterilization and irradiation services for the medical device, pharmaceutical, food safety and advanced applications markets. Nordion is the leading global provider of Co-60 and gamma irradiators, which are key components to the gamma sterilization process. Nelson Labs is a global leader in outsourced microbiological and analytical chemistry testing and advisory services for the medical device and pharmaceutical industries. Learn more about Sotera Health at soterahealth.com.
About the Team
Nelson Labs is a global leader in microbiological and analytical chemistry testing and advisory services for the medical device and pharmaceutical industries. Nelson Labs serves over 3,800 customers across 14 facilities in the United States, Mexico, Asia and Europe. We have a comprehensive array of over 800 laboratory tests supporting our customers from initial product development and sterilization validation, through regulatory approval and ongoing product testing for sterility, safety and quality assurance. We are regarded as a best-in-class partner with a strong track record of collaborating with customers to solve complex issues. Learn more about Nelson Labs at
Safeguarding Global Health® - with every test we complete.