Administrative Coordinator

#LI-DNIPOSITION                                            Administrative Coordinator
COMPANY AND LOCATION              Stratum Canada, Oshawa, ON
EMPLOYMENT TYPE                         Permanent, Full Time
HOURS WORKED                              37.5 hours/week (10:00am – 6:00 pm)
DIRECT REPORTS                             No
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POSITION SUMMARY:
The Administrative Coordinator serves as the primary front-facing staff member responsible for customer interactions and sample management, as well as laboratory and distribution paperwork. As a Customer Care representative, this individual facilitates new customer setup, responds to customer inquiries via phone or email, addresses questions independently when possible, and connects customers with the appropriate subject matter experts for more complex issues. Additionally, this position is responsible for receiving, documenting, and storing customer samples for testing. The specialist also supports laboratory operations by organizing, scanning, and filing critical operational documentation.

GENERAL RESPONSIBILITIES & ESSENTIAL FUNCTIONS:

Customer Care

• Assist the business development team with onboarding process for new customers, including setup and orientation (sample submission portal, shipping, NDA, New Customer Forms, Testing Service Agreement etc.)
• Responding to customer inquiries through phone, email or in-person
• Addressing questions/issues or escalating to the appropriate SME
• Reaching out to customers when testing amendments or issues arise
• Proactively communicate with customers regarding their samples, providing updates and addressing any concerns
• Support team initiatives aimed at enhancing customer satisfaction and operational efficiency

Reception

• Greet and welcome visitors, notifying staff of arrival and follow visitor controlled access procedures
• Facilitating outgoing and incoming deliveries
• Manage incoming phone calls, directing inquiries to appropriate personnel and taking messages as needed
• Coordinating meeting room usage and bookings
• Organizing waste and dry cleaning pickup
• Maintain a clean, organized, and professional reception area

Receiving and Storing Customer Samples

• Receive, document, and properly store customer samples for testing, ensuring adherence to established protocols
• Storing customer samples under customer indicated storage conditions and according to risk level
• Reconciling sample submission information with sample delivery
• Reaching out to customers when discrepancies arise
• Work closely with laboratory staff to ensure seamless communication and coordination of testing processes

Document Management

• Preparing documentation (workorders, worksheets, lab reports)
• Organize, scan, and file critical operational documents, ensuring easy retrieval and compliance with regulatory standards
• Follows protocols regarding document lifecycle: storage, handing, retention, transmission and destruction
• Scans, file and creates storage systems for documentation that improve efficiency
• Keep documents organized and stored according to appropriate naming conventions
• Assisting in supplier qualification program
• Collecting, compiling and reviewing monthly documentation package

Compliance Management

• Understanding company policies and applicable SOPs to ensure that documentation complies with relevant requirements, including ISO 17025, ISO 9001, Health Canada and PHAC
• Inspects documents for compliance with Good Documentation Practices (GDP) according to ALCOA principals

QUALIFICATIONS:

• Excellent interpersonal skills
• Experience in the transport and/or storage (cold chain management) of pharmaceutical products
• Proven experience in a customer service role, preferably within a laboratory or healthcare environment
• General understanding of laboratory and distribution processes is a plus
• Experience with database management and meticulous organizational skills
• Ability to multitask and work effectively in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to effectively communicate complex analytical information to non-specialists
• Ability to read, understand and comply with Company policies and SOPs, including safety rules and regulations
• Intermediate level computer skills in Microsoft Office, Word, Excel, Outlook and PowerPoint

EDUCATION:

• Bachelor’s degree or advanced diploma in a related science field  
• Minimum of 2 years in a customer-facing role, preferably in a laboratory or pharmaceutical setting

SPECIFIC WORKING CONDITIONS OR PHYSICAL REQUIREMENTS:

• Work will be performed in an office or laboratory setting, which may include exposure to laboratory samples.
• May require the ability to lift and carry boxes of samples or supplies
• Extended periods of sitting at a desk for data entry or standing while managing samples may be necessary
• Fine motor skills and manual dexterity for tasks such as handle laboratory samples, documentation, and equipment with precision

OUR RECRUITMENT PROCESS:

• Application and Questionnaire - Candidates submit an application and complete the initial questionnaire.
• Pre-Screen Video Interview - Qualified candidates may be invited to complete a short one-way video pre-screen interview
• In-Person Interview - Shortlisted candidates will be invited to attend an in-person interview at our head office.
• Offer and Background Check - The successful candidate will be offered the position, pending a criminal background check and references.

We appreciate the applications from all candidates but please note we will only be contacting the candidates that are selected for an interview.

Stratum Canada is an equal opportunity employer. We welcome diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This position is being posted to fill an existing vacancy within our team.