Laboratory Customer Service Coordinator

Job Description

Job Description:

Regional Laboratory Customer Service Coordinator - Your next career step?

Reporting to our LATAM Client Value Manager, the Regional Laboratory Customer Service Coordinator will be responsible for coordinating the Regional Laboratory Customer Service team and it's main tasks, such as sample reception/preparation, stock management, budget management and quality matters.

This is a 100% on site position, located in our Mogi Mirim, São Paulo site.

In this exciting job, you'll...

Operational Leadership & Sample Management

• Drive Service Excellence: Coordinate the timely, accurate reception and preparation of laboratory samples, dynamically adapting resources to manage emergencies and align with shifting business priorities.

• Optimize Inventory & Logistics: Oversee the complete lifecycle of consumables within LIMS (reception, invoice flow, traceability, and physical inventories) while ensuring strict adherence to FIFO policies and aseptic transfer protocols to prevent cross-contamination.

• Equipment Maintenance & KPIs: Ensure the execution of preventative maintenance plans for all laboratory equipment and track operational KPIs to build continuous improvement strategies.

Budget Management & Financial Governance

• Strategic Budgeting: Construct the yearly laboratory budget in alignment with the MGS Latam Regional Laboratory Manager, providing proactive visibility into all operational costs.

• Systems Reference (SAP Key User): Serve as the main point of contact for SAP topics, managing purchase orders (POs), third-party contractor contracts, and the reclassification of incorrect charges across cost centers.

• Financial Control: Periodically verify and approve LIMS charges and gross-ups in partnership with the S&F (Sales & Finance) team, and lead routine meetings to present spending reviews.

People Leadership & Culture

• Talent Development: Manage personnel administration—including scheduling, holidays, and recruitment—while leading regular performance reviews, career planning, and technical empowerment for direct reports.

• Safety Culture: Rigorously enforce and champion the importance of respecting Quality, Health, Safety, and Environmental (HSE) requirements across the laboratory and the broader site.

Quality & Compliance

• CAPA & Deviation Management: Support corrective and preventative action (CAPA) programs, managing non-conformances, derogations, and customer complaints related to reliability.

• Audits & Reviews: Participate in internal technical audits and support the MGS Laboratory Client Value Manager in preparing for and representing the unit during management reviews.

You?

• Graduated from a Higher Education course (Ideally in Food Science, Food Engineering, Chemistry, among others);

• 5+ years of experience in similar positions, including developing, deploying, or operating customer/customer-focused services for a service function or business;

• Previous experience leading a team of direct reports;

• Preferrable to have experience managing laboratory customer services for all aspects of service delivery;

• Advanced English required, will be tested during the process.

What can you expect from Mars?

• Competitive Compensation: We offer a competitive salary and a comprehensive benefits package that is aligned with the market.

• Health & Wellness: We provide a co-pay medical and dental plan, as well as life insurance to ensure you and your family are covered.

• Future Planning: Secure your future with our Private Pension Plan.

• Convenient Perks: Enjoy a meal allowance or our on-site cafeteria, a pharmacy benefit with a subsidy for prescribed medications, and various on-site amenities.

• Work-Life Balance: We believe in a healthy work-life balance. Enjoy your birthday off, take advantage of our pet leave, and explore other wellness benefits designed to support you.

• Inspiring Culture: Be part of an engaging and collaborative work environment. You'll work alongside diverse and talented Associates, all guided by our foundational Five Principles.