Experienced Customer Service Representative – Clinical Trials Management and Quality Assurance

At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Customer Service Representative in our Cleveland, OH office, you'll play a vital role in ensuring the highest standards of quality control in all interactions. If you're passionate about delivering top-notch service, have a keen eye for detail, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions for the clinical trials industry. Our team of experts is dedicated to streamlining the clinical trials process, ensuring compliance with industry regulations, and delivering exceptional customer experiences. We're proud to be a part of the arenaflex family, where collaboration, innovation, and customer satisfaction come together to drive success.

Job Summary

As a Customer Service Representative, you'll be the first point of contact for our clients, providing exceptional support and ensuring that all interactions meet the highest standards of quality control. You'll work closely with clinical investigator sites, contract research organizations, pharmaceutical sponsors, and laboratories to establish and maintain strong relationships. Your attention to detail, excellent communication skills, and ability to multitask will make you an invaluable asset to our team.

Essential Duties and Responsibilities

* Stay current on SOPs relevant to job duties and ensure compliance with industry regulations and company standards

• Review and QC critical documents, identifying errors and tracking them through resolution
• Answer and make phone calls to clinical sites, testing laboratories, and other stakeholders
• Investigate and answer questions or direct them to the appropriate department
• Answer and follow up on voicemails in a timely manner
• Work different queues within arenaflex's clinical trials management software, including Double Data Entry/Referree Queue, ARUP Exceptions, Manual Sample Tracking List (STL) Log, SharePoint Trackers, and more
• Requisition testing for all US and EU facilities
• Answer internal and external email requests in a timely manner
• Generate and close queries, contact appropriate parties when queries are resolved, and provide a standardized quality check for errors each day
• Update and provide lab reports to clients and work with project managers to facilitate and resolve issues
• Remote registration of requisitions
• Train new employees
• Problem resolution and investigation, open and close quality events when requested
• Other duties as designated by management

Education and Experience

* High school diploma or general education degree (GED); related experience and/or training preferred

• Excellent organizational and interpersonal skills, with the ability to multitask and work well within a team
• Ability to adapt to changing priorities and deadlines

Language Ability

* Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of the organization

Math Ability

* Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability

* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

• Ability to solve practical problems and deal with a variety of concrete variables in standardized situations where only limited standardization exists

Computer Skills

* Working knowledge of Microsoft Office applications, including MS Word, Excel, and PowerPoint

• Ability to learn new software programs as required for the position

Certifications and Licenses

* Medical Laboratory Technician Certification (ASCP) preferred

Work Environment and Company Culture

* arenaflex is committed to providing a positive and inclusive work environment that fosters collaboration, innovation, and customer satisfaction

• Our team is passionate about delivering exceptional service and ensuring the highest standards of quality control
• We offer a dynamic and fast-paced work environment with opportunities for growth and development

Compensation, Perks, and Benefits

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Apply now to join our team of dedicated professionals at arenaflex. Apply for this job