Customer Operations Coordinator

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Job Details & Benefits

 

About Wilderlab

Wilderlab is a science-led company using environmental DNA (eDNA) to help protect biodiversity. We have offices in Wellington, New Zealand, Sydney, Australia, and outside Seattle in North Bend, WA in the United States. We work with researchers, government agencies, industry and communities globally. Our services combine rigorous science with excellent customer experience to make biodiversity monitoring accessible, accurate and actionable.

 

Role Purpose

Ensure the smooth, end-to-end delivery of Wilderlab’s services in the United States – from first customer contact through to fulfilled orders and happy clients – by coordinating customer communications, logistics, inventory/kit assembly, light finance/admin, and cross-team collaboration. The role blends hands-on operations with customer support and clear, simple communication of basic scientific concepts (training provided).

 

Key Outcomes (what success looks like)

  • Customers receive accurate information, fast responses, and proactive updates.
  • Orders, kits and shipments meet SLA timeframes with minimal errors.
  • Inventory levels are accurate; replenishment is timely; kit quality passes QC.
  • Sample intake and mail handling follow SOPs and chain-of-custody requirements.
  • Internal data (CRM, LIMS, spreadsheets) is current, clean and reliable.
  • Couriers/suppliers are well-managed; issues are resolved quickly.
  • Invoices are issued promptly; payments/reconciliations are tracked cleanly.
  • Cross-functional coordination (Marketing, Sales, Science) is friction-free.

 

Core Responsibilities

1) Customer Support & Communication

  • Respond to inquiries via email/phone with clear, timely, friendly updates.
  • Explain basic eDNA concepts and our workflow in plain language (training provided).
  • Manage orders end-to-end: quotes (as needed), dispatch timing, tracking, and follow-ups.
  • Record customer interactions and status in CRM/LIMS; keep stakeholders informed.
  • Maintain relationships with repeat customers and identify simple upsell/education opportunities.

 

2) Logistics, Inventory & Kit Assembly

  • Assemble, QC and dispatch sampling kits; maintain a tidy, efficient packing area.
  • Track stock levels; raise purchase requests; receive and reconcile deliveries.
  • Book and track courier shipments; troubleshoot delays/damages with carriers.
  • Liaise with external suppliers and service providers to ensure quality, pricing and on-time delivery.
  • Maintain kit/stock SKUs and counts in the relevant systems; cycle counts as needed.

 

3) Mail Handling & Sample Intake

  • Check mailboxes and accept deliveries; log incoming items per SOP/chain-of-custody.
  • Triage and hand off samples to the Science team according to intake procedures.
  • Flag anomalies promptly (damaged parcels, missing items, temperature/chain-of-custody issues).

 

4) Admin & Light Finance

  • Prepare invoices, process payments, and assist with simple reconciliations.
  • Keep internal records (CRM, LIMS, spreadsheets) up to date and consistent.
  • Support team with ad-hoc administrative tasks and meeting logistics.

 

5) Marketing Support

  • Assisting with dispatch of marketing materials and event collateral
  • Flagging happy customers for case study/testimonial follow-up
  • Keeping customer-facing materials (FAQs, guides) accurate based on daily interactions
  • Operational support at trade shows and community outreach events
  • Contributing to the knowledge base with real customer questions

 

6) Cross-Team Coordination

  • Coordinate with Marketing, Sales and Lab to align timelines, messaging and customer expectations.
  • Provide field feedback (common questions, kit issues, courier performance) to improve processes and materials.
  • Support occasional outreach events, demos or training sessions.

 

7) Continuous Improvement

  • Suggest and help implement workflow improvements (templates, checklists, SOP tweaks).
  • Contribute to knowledge base/FAQ content to scale great customer experience.

 

Collaboration & Decision Rights

 

Works closely with: Customers; couriers; suppliers; Directors; Lab; Sales; Marketing; Wilderlab Australia and New Zealand teams.

 

Decides/executes independently:

  • Day-to-day customer comms within agreed guidelines/templates
  • Courier bookings, basic exception handling, and re-ships within set thresholds
  • Routine stock reorders within agreed min/max levels

 

Escalates:

  • Non-standard commercial terms, pricing, or SLAs
  • Persistent courier/supplier failures or cost variances
  • Customer complaints with reputational or scientific risk
  • Any sample intake deviations from SOP/sample-handling requirements

 

Skills & Attributes

 

Essential

  • Excellent verbal/written communication; able to translate technical ideas simply.
  • Highly organized; strong attention to detail; comfortable juggling priorities.
  • Tech-savvy (CRM/LIMS/spreadsheets); quick to learn new tools.
  • Reliable, adaptable, solutions-focused; positive, collaborative team player.
  • Professional judgement; comfortable asking clarifying questions and escalating early.

 

Desirable

  • Experience in customer support, logistics, inventory or supplier coordination.
  • Interest or background in science/conservation or lab-adjacent operations.
  • Basic finance admin (invoicing, reconciliations).
  • Familiarity with couriers, shipping labels, and inventory controls.

 

Tools & Systems (typical)

  • Email/phone, calendar, shared drives
  • CRM (for customer interactions, pipeline/status)
  • LIMS (for order/sample metadata)
  • Spreadsheets for stock and simple reporting
  • Label printers/shipping portals; basic office equipment

 

Working Conditions & Requirements

  • On-site role in our North Bend office/ops area; occasional local errands (e.g., post office).
  • Some lifting/carrying of cartons (up to ~20-30 lbs) and periods of standing for kit assembly.
  • Occasional earlier/later hours to meet urgent dispatches or courier cut-offs.
  • Availability for occasional calls outside standard hours to coordinate with Wilderlab teams in Australia and New Zealand.
  • Follow all workplace safety standards and sample-handling SOPs;
  • Evidence of right to work in the United States. Certain positions may require background screening after a conditional offer of employment, as permitted by applicable law.

 

Data, Confidentiality & Ethics

  • Handle customer data per company policy; maintain confidentiality and data integrity.
  • Respect Wilderlab’s data-ownership stance: clients own their data; do not share externally without approval.
  • Uphold ethical conduct in all customer and supplier dealings.

 

Growth & Development

  • Training provided on eDNA basics, our services, systems and SOPs.
  • Exposure to Marketing, Sales and Science; opportunities to specialize (e.g., logistics lead, customer success, operations excellence) as we scale.

 

Classification & Compensation

This is a non-exempt (hourly) position (approximately $32.69–$35.50 per hour). Overtime pay applies for hours worked over 40 per workweek. Washington State meal and rest break requirements apply.

Benefits include: 401(k) retirement plan with employer match (100% up to 3%, then 50% up to 5%); paid time off; Washington State paid sick leave; Washington State Paid Family and Medical Leave; health insurance may be available subject to plan eligibility and participation requirements.

 

Equal Employment Opportunity

Wilderlab USA is an equal opportunity employer. We do not discriminate on the basis of race, color, national origin, sex, gender identity, sexual orientation, age, disability, marital status, veteran or military status, creed, citizenship or immigration status, or any other characteristic protected by applicable federal, state, or local law.

 

Reasonable Accommodation

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

 

At-Will Employment

Employment with Wilderlab USA is at-will. Either the employee or the company may end the employment relationship at any time, with or without cause or notice. Nothing in this job description constitutes a contract or guarantee of employment.

 

Contact Information

If you’re interested in submitting an application, please use the contact information below for more about how to apply.

Employer: Wilderlab USA Inc
Location: North Bend

Contact: Elizabeth Allan
Email: eily@wilderlab.co
Phone: 425-285-7499
Website: https://wilderlab.co/