For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.
Job Overview
Responsible for providing exceptional customer support to global customers. Primary contact for customers seeking in depth technical information related to comprehensive service offerings and test results. Responsible for ascertaining sample information details from customers and making recommendations for best solutions based on customer needs. Respond to customer inquiries related to internal sample processing of standard offerings, in depth understanding of sample identification reports and comparison reports.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Maintain a comprehensive working knowledge of the identification and characterization services offered by Accugenix as well as commercial-off-the-shelf identification systems and competing service labs offering comparable services. Be able to employ this knowledge to the benefit of the customer during ad-hoc interactions.
• Provide comprehensive support covering North American, and global territories to customers and internal stakeholders as assigned.
• Engage in routine written and oral communications with customers during which comprehensive technical support is provided in a timely, efficient, and knowledgeable manner.
• Educate customers to promote their overall knowledge of the identification and characterization services offered. This includes but is not limited to discussions related to the types of services offered, the advantages and limitations of each; turn-around time options; test pricing; proprietary library inclusions, sample shipment requirements; sample condition requirements; identification report content and interpretation guidelines.
• Support technical trainings to internal stakeholders and customer communication trainings.
• Initiate dialogue with customers when sample questions or concerns are noted in the discrepancy management system. Expedite resolution so that testing delays are kept to a minimum.
• Engage Account Managers when customers express any dissatisfaction with the services received. Elevate concerns to Regulatory Compliance/Quality, Sr. Technical support, and/or management, for follow up and initiate and support investigation of complaint if warranted.
• Continuously monitor and review LIMS and associated reports to ensure test results are released to customer in accordance with the specified due date.
• Conduct comprehensive, technical review of completed jobs to ensure all testing was conducted in accordance with customer expectations.
• Contribute to customer satisfaction by meeting qualitative objectives.
• Support actionable special requests made by customers extraneous to standard sample processing and sample ID report content.
• Maintain log of customer communications through LlMS, SFDC and other information management tools. Support advanced use, and enhancements, of these systems.
• Collaborate with marketing to ensure customer information is captured in CRM system.
• Perform database management related customer data entry.
• Maintain special customer handling database.
• Maintain Knowledgeable about regulatory requirements.
• Serve as liaison between customers, sales, marketing, quality, data review, laboratory management and R&D to ensure customer expectations are being met.
• Provide support for new product offerings.
• Adhere to work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Comply with all aspects of laboratory safety, safety stations, safety manual, safety SOP and MSDS/SDS sheets.
• Follow all company SOPs and comply with internal Quality System & cGMP standards.
Qualifications
• Education: Four (4) year degree or three (3) years or more related experience in the customer support or scientific field
• Experience: Three or more years in a customer facing or technical support role. Must have working knowledge of general microbiological concepts. Excellent written and verbal communication skills. Technical writing skills preferred. Large LIMS database experience a plus. Must be proficient in MS Word, Excel, and Outlook.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: None
Other: Fluent in understanding and writing English. Working knowledge of all Accugenix product lines and Quality System is a plus. Must have excellent customer relations and phone skills. Must be able to handle multiple projects and details simultaneously within a fast-paced work environment. Requires self-direction, tact, diplomacy, and a courteous and professional manner when dealing with the public.
The pay for this position is $55,000. Please note that salaries vary within the range based on factors including but not limited to, experience, skills, education and location.
About Microbial Solutions
Our Microbial Solutions business group has a comprehensive portfolio of endotoxin testing, microbial detection and microbial identification products and services is unlike any other, and has been purposefully designed to meet the complex and ever-changing needs of the industry. We help clients to ensure product safety and quality with easy-to-use yet robust testing solutions that satisfy regulatory requirements, support critical decision making and improve operational efficiencies.
About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.
With over 20,000 employees within 110 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.
At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in the last five years.
We’re committed to providing benefits that elevate your quality of life. Based on your position these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.
Equal Employment Opportunity
Charles River Laboratories is an Equal Opportunity Employer – all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, veteran or disability status.
It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to [email protected]. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.
For more information, please visit www.criver.com.
Helping you find your moment
You take great care and effort when you apply for a job with us. Rest assured that we’ll be just as diligent in finding the role that’s right for you. Here’s how our hiring process works:
Job Search
Learn about CRL, our culture, and why we do the work we do while also searching for roles that match your interests and expertise.
Application
Create a profile and apply to as many roles as you have an interest.
Note: Depending on the role, you may be required to include a resume in your application.
Assessment and application review
Complete assessments, if requested, to determine whether the role is likely to be a good fit for you – and vice versa. The recruiter will review your resume and qualifications against the requirements of the role and will determine next steps.
Note: At any point in the process, you can log into your profile to review the status of your application.
Interview
Engage in our interview process by meeting with a group of interviewers who will provide information on the company, culture, and your role while also asking you questions to assess your skills, interests, and expertise. This is also a great time for you to ask questions and better understand how we foster a sense of belonging at Charles River.
Note: Charles River leverages technical and behavioral-based interview questions based on our DNA (Care, Lead, Own, and Collaborate). Please familiarize yourself with the DNA and be prepared to relate your experiences to them.
Job offer and onboarding
Receive a competitive offer either by phone or email from a Charles River recruiter or hiring manager. The offer will include your title, salary, location, and other relevant information.
Note: Upon acceptance, you will work with your recruiter to confirm a start date and will receive paperwork to electronically complete prior to your start. For US-based roles, upon your acceptance, you will be required to take a pre-employment drug screen and pass a criminal background check.
Job Search
Learn about CRL, our culture, and why we do the work we do while also searching for roles that match your interests and expertise.
Application
Create a profile and apply to as many roles as you have an interest. Note: Depending on the role, you may be required to include a resume in your application.
Assessment and Application Review
Complete assessments, if requested, to determine whether the role is likely to be a good fit for you – and vice versa. The recruiter will review your resume and qualifications against the requirements of the role and will determine next steps.
Note: At any point in the process, you can log into your profile to review the status of your application.
Interview
Engage in our interview process by meeting with a group of interviewers who will provide information on the company, culture, and your role while also asking you questions to assess your skills, interests, and expertise. This is also a great time for you to ask questions and better understand how we foster a sense of belonging at Charles River. Note: Charles River leverages technical and behavioral-based interview questions based on our DNA (Care, Lead, Own, and Collaborate). Please familiarize yourself with the DNA and be prepared to relate your experiences to them.
Job offer and onboarding
Receive a competitive offer either by phone or email from a Charles River recruiter or hiring manager. The offer will include your title, salary, location, and other relevant information. Note: Upon acceptance, you will work with your recruiter to confirm a start date and will receive paperwork to electronically complete prior to your start. For US-based roles, upon your acceptance, you will be required to take a pre-employment drug screen and pass a criminal background check.
Featured jobs
Important things are happening every moment at Charles River. This means exciting new career opportunities for you to explore. Take a look and apply today!
Looking for something else? Search all jobs.
Moment by moment
At Charles River, you’ll be able to contribute to incredible breakthroughs while experiencing exciting opportunities for growth and development.
-
UX/UI Designer
Advocate for user-centered design solutions. Create distinctive, consistent, branded digital experiences across multiple platforms, devices, and channels.
-
Senior UX/UI Designer
Define and drive UX/UI strategies and interaction designs – from scratch and for scale – that solve business and user problems.
-
Associate Director
Work with Senior UX/IX Designers and developers to assess problems and develop solutions. Execute on plan by building coding standardizations and automating processes.
-
Director, Digital Data Enablement
Lead UX management and operational teams across business units and technical teams. Identify and define fit-for-purpose strategies to integrate best practices.
-
Senior Director UX/UI Design
Mentor, coach, and guide designer teams on design strategy related to research insights, execution, continuous integration, and automated deployment.
-
-
Animal Care Technician I - V
Maintain the well-being of our animals by providing food, water, and a clean environment.
-
Animal Care Technologist I - V
Provide specialized care to maintain and monitor our animals’ health and physical environment.
-
Veterinary Technician
Help monitor, document, and triage all laboratory animal health cases.
-
Team Leader / Supervisor
Supervise, train, mobilize, empower, and develop a high-performing team.
-
Research Associate
Coordinate and plan activities according to study plan guidelines.
-
-
Intern Level I
Support process/procedure improvement based on site and department needs. Gain knowledge of our corporate environment to navigate cross-functional department collaboration.
-
Intern Level II
Complete comprehensive departmental projects incorporating mentorship of Level I interns as a professional development component.
-
Biomanufacturing Technician I-III
Oversee the production, formulation, and banking of cellular products while maintaining compliance with GMP, GDP, and aseptic guidelines.
-
Biomanufacturing Lead / Specialist
Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.
-
-
Clinical Veterinarian I-III
Responsible for delivering professional veterinary services and helping to manage all phases of health care for the animal colony.
-
Senior Clinical Veterinarian
Utilize knowledge of laboratory animal medicine to optimize the scientific objectives of animal research protocols.
-
Principal Veterinarian / Associate Director
Conduct veterinary consults, make treatment recommendations, communicate with study directors, and follow cases through resolution.
-
Director, Laboratory Animal Medicine
Provide technical and professional oversight of all animal care and use functions involving site laboratory animals.
-
-
Technician I-III
Follow SOP and protocols in the areas of animal handling, husbandry, and blood/urine collection.
-
Technician IV-V
Handle advanced technician duties, including anesthesia, leadership and specialized sample collections.
-
Project Leader (Scientific)
Serve as a scientific expert for the Lab with responsibility for staff-conducted studies.
-
Team Leader (People Leader)
Oversee team activities and gain leadership skills on the path to becoming a Team Supervisor.
-
Team Supervisor (People Leader)
Responsible for overall employee supervision, staff development, and team success.
-
-
Financial Analyst I
Help analyze financial data, extract/define relevant information, and interpret data.
-
Financial Analyst II
Responsible for analysis, forecasting, budgeting, accounting administration, and reporting of projects.
-
Senior Financial Analyst
Handle weekly and monthly forecasting and annual budget preparation. Prepare financials and key indicators for business reviews.
-
Manager, Business Finance
Partner with operating businesses to raise standards in key decision areas. Present a dynamic industry, competitor, and economic context.
-
Finance Director, Operations
Support all business aspects, working with site teams to direct weekly/monthly forecasting and annual budget preparation.
-
-
Biomanufacturing Technician I
Support the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing).
-
Biomanufacturing Technician II
Perform specialized activities in the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing). Train Biomanufacturing Technician 1.
-
Biomanufacturing Technician III
Help advance the production, formulation, and banking of novel cellular products (including cGMP, GDP, and aseptic processing) while interacting with clients.
-
Biomanufacturing Lead / Specialist
Maintain in-depth knowledge of specialized equipment to address questions as a Subject Matter Expert for the required equipment.
-
Biomanufacturing Supervisor
Oversee biomanufacturing personnel, ensuring compliance with cGMP’s, CRL quality systems, and process documents in biomanufacturing.
-
Biomanufacturing Manager
Lead biomanufacturing activities in the start-up and cGMP production of novel cellular products. Schedule and manage staff, ensuring a safe and compliant working environment.
-
-
Client Manager
Ensures high-quality customer service through multi-site coordination. Deliver timely, accurate, and comprehensive responses to sponsor requests.
-
Business Development Director
Deliver profitable sales growth by targeting and visiting clients to build strong relationships and customer loyalty.
-
Senior Business Development Director
Plan and execute a territory-based field sales strategy. Drive growth through targeted long- and short-term account plans.
-
Regional Sales Manager
Manage sales team within North America's Safety Assessment sales region to achieve sales and profit goals.
-
-
Director
Partner with site leadership to achieve performance goals, develop staff, and deliver succession planning.
-
Senior Director / General Manager
Lead a multi-functional team to ensure integrated operations. Collaborate with senior leadership to form plans, objectives, and policies.
-
Executive Director
Lead a global, multidisciplinary team. Develop short and long-term strategic plans to maximize growth and profitability.
-
Corporate Vice President
Provide leadership, direction, and advice to leadership and finance teams. Accountable for financial planning, directing, and controlling.
-
About Charles River
Charles River is an early-stage Contract Research Organization (CRO). Here, we are passionate about our role in improving the quality of people’s lives. With 100 sites around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our clients’ unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies, hospitals, and academic institutions around the world.
Supporting your well-being
Your dedication and passion make a life-saving difference in lives around the world. We’re committed to providing you with benefits that elevate your quality of life.
Financial
- Earnings + incentives
- Retirement benefits
- Vacation + time away
- Recognition
- Employee assistance fund
Career
- Professional development opportunities
- Career development
- Awards
- Educational support
Health and wellness coverage
- Employee well-being support
- Family support programs
- Parental benefits + family formation benefits
- Work-life balance flexibility
Social and Community
- Culture of belonging
- 11 employee resource groups (ERGs) with >4,000 members, where all employees are welcome
- Opportunities for paid volunteer time off
- Community outreach + matching gift + engagement activities
About Charles River
Charles River is an early-stage Contract Research Organization (CRO). Here, we are passionate about our role in improving the quality of people’s lives. With 100 sites around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our clients’ unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies, hospitals, and academic institutions around the world.