Laboratory Account Coordinator

Sterling Labs (Environmental Monitoring & Technologies LLC) is a DoD NELAP ANAB and AIHA-accredited environmental laboratory providing high-integrity analytical data through state-of-the-art technology and validated testing methodologies. For more than 40 years our work has supported initiatives that protect human health and the environment.

Our success is built on client partnerships and scientific excellence. We collaborate with environmental consultants engineering firms and government agencies to deliver reliable timely analytical results that support regulatory compliance and environmental stewardship. From wastewater testing in the greater Chicago area to nationwide projects with Department of Defense partners our commitment to quality and innovation continues to drive our growth.

When You Join Sterling Labs You Become Part Of a Team Of Scientists Professionals And Technical Specialists Who Share One Purpose

WE PRESERVE THE PLANET TO PROTECT THE FUTURE

This purpose shapes our culture drives our decisions and guides how we serve our clients and support one another. We believe that meaningful progress comes from integrity collaboration and a shared commitment to improvementprinciples that are reflected in our core values.

Our Core Values

• Integrity in Everything We Do - We act with honesty transparency and accountability.
• Customer Focused - We prioritize our clients needs and value their feedback.
• We are never satisfied - We seek better ways to serve our clients and support our employees through innovation and growth.

At Sterling Labs we know our employees are the foundation of our success. We strive to provide a supportive inclusive and growth-oriented workplace where every individual is encouraged to learn innovate and advance.

Employee Benefits

Sterling Labs offers a comprehensive benefits package designed to support the health financial security and well-being of our full-time employees:

• Healthcare Benefits: Medical dental and vision coverage
• Financial Security: 401(k) retirement plan life insurance and short- and long-term disability coverage
• Work-Life Balance: Paid Time Off (vacation sick leave and holidays)

Equal Employment Opportunity

Sterling Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion creed national origin citizenship ancestry sex age disability marital or family status pregnancy genetic information sexual orientation gender identity or expression veteran or military status or any other characteristic protected by applicable federal state or local law.

Recruitment Notice

Sterling Labs does not accept unsolicited resumes from third-party agencies. Please do not forward resumes to company email addresses or employees. Sterling Labs is not responsible for any fees related to unsolicited submissions.

Job Details

Location: In office

Schedule: Full-time 40 hours per week Monday-Friday 9:00 AM - 5:00 PM

FLSA Status: Non-exempt

Pay: From $21.00

Department: Project Management

Reports To: Customer Service Manager

Start Date: Immediate

Position Summary

Sterling Labs Inc. is seeking a Laboratory Account Coordinator to support laboratory clients by phone and email serving as a primary point of contact for customer accounts ensuring accurate project setup proactive communication and a high level of customer ownership throughout the project lifecycle.

Key Responsibilities

• Respond to and anticipate customer needs by phone and email regarding laboratory services sample submissions testing options pricing turnaround times billing project status and reports.
• Enter and update customer information project details sample information test selections methods due dates turnaround times billing details and reporting instructions in LIMS.
• Review Chain of Custody forms for accuracy completeness and consistency before laboratory work begins.
• Identify missing unclear or conflicting information and follow up with customers field staff laboratory staff billing or management as needed.
• Write and update work orders according to Sterling Labs Standard Operating Procedures.
• Review requested testing and method selections and escalate unusual or unclear requests for clarification.
• Establish pricing in accordance with company guidelines and obtain internal approvals when required.
• Confirm billing information and coordinate with billing or accounting when account or invoice questions need review.
• Schedule sample pickups and communicate pickup delivery due dates and project priorities to the appropriate departments.
• Monitor project and report status take ownership of delays and proactively drive updates to resolution and communicate updates to customers when needed.
• Print completed reports as required.
• Document customer inquiries complaints project updates corrections and actions taken.
• Maintain accurate customer records project notes pricing details billing information and service documentation.
• Follow company SOPs quality requirements documentation practices and Laboratory Management System requirements.
• Escalate unresolved customer concerns or project issues to the Customer Service Manager or appropriate department.
• Serve as a primary point of contact for customer accounts building strong working relationships and ensuring consistent customer experience
• Proactively communicate with customers regarding project updates timelines and potential issues rather than responding only to inbound requests

Systems and Applications Used

Element 7 Microsoft Outlook Microsoft Excel Microsoft Word Microsoft Teams Adobe Acrobat Office phone system shared electronic files folders and customer records

Work Environment

This is an in-office role requiring regular use of a computer phone email LIMS and office applications. The employee must be able to sit type read documents review forms and use a phone for extended periods. The role may also require printing reports reviewing physical paperwork and coordinating with laboratory or sample receiving areas.

• High school diploma or equivalent required.
• Previous experience in customer service administrative or client-facing roles requiring follow-through accountability and ongoing customer interaction preferred.
• Experience communicating with customers by phone and email.
• Strong computer and data-entry skills.
• Ability to manage multiple customer requests work orders deadlines and follow-ups.
• Demonstrated ability to manage customer requests from start to completion not just respond to individual transactions.

Preferred Qualifications

• Experience in a laboratory environmental testing scientific industrial manufacturing or regulated service environment.
• Experience with Chain of Custody forms work orders sample submissions sample pickups or laboratory testing requests.
• Experience using LIMS CRM software ticketing systems or customer/order management systems.
• Experience supporting pricing billing questions customer records or service documentation.