Senior Account Operations Coordinator (OCS)

OCS Technologies, an Accredited Labs company, are seeking a highly organized, detail-driven, and customer-focused professional to support one of our largest and most strategic enterprise customers. This role is responsible for the day-to-day operational coordination, data management, and customer communication required to successfully manage a high-volume, compliance-driven calibration program.

This position serves as the primary operational point of contact for the customer and works closely with internal lab, field service personnel, logistics, and billing teams to ensure accurate execution, reporting, and continuous improvement.

This is not a traditional administrative role. Success in this position requires strong judgment, comfort managing complexity, and the ability to operate independently in a fast-paced environment with high visibility.

This role supports a high-visibility strategic account and directly impacts customer satisfaction, operational efficiency, and long-term growth.

Location: Cleveland, Ohio

Key Responsibilities:

Enterprise Account Management-

• Serve as the primary operational point of contact for a large, enterprise customer

• Coordinate ongoing calibration activity across lab and field operations

• Manage customer schedules, priorities, and exception handling in alignment with defined SOPs

• Proactively communicate status, risks, and resolution plans to internal teams and the customer

• Data & Reporting Ownership

• Maintain accurate, timely account data including asset status, schedules, turnaround time, and exceptions

• Produce recurring and ad-hoc reports for customer review (KPIs, compliance metrics, activity summaries)

• Ensure data integrity across internal systems (calibration software, billing systems, customer portals)

Process & Compliance Support-

• Support documented workflows tied to ISO/IEC 17025 and customer quality expectations

• Ensure documentation, certificates, and records meet internal and customer requirements

• Identify trends, gaps, or inefficiencies and escalate improvement opportunities

• Cross-Functional Coordination

• Act as the central hub between operations, quality, logistics, and billing

• Support issue resolution related to scheduling conflicts, missing data, documentation errors, or urgent customer needs

• Assist leadership with planning, forecasting, and workload visibility for the account

Required Qualifications:

• 4+ years’ experience in administrative, operations, or account coordination roles supporting complex work

• Proven ability to manage multiple priorities with minimal supervision

• Strong written and verbal communication skills

• High attention to detail and data accuracy

• Advanced Excel skills and comfort working across multiple systems

Preferred Qualifications:

• Experience supporting enterprise or strategic accounts

• Background in regulated or compliance-driven environments

• Experience preparing customer-facing reports or KPIs

• Familiarity with ISO, quality systems, or audit environments

What Success Looks Like:

• Clear and reliable customer communication

• Accurate, timely data and reporting

• Proactive issue identification and resolution

• Strong internal coordination and reduced operational friction

Why Accredited Labs:

• Nationally recognized calibration organization

• Stable customer base with recurring service programs

• Emphasis on safety, quality, and standardized processes

• Opportunities for training and career advancement within the Accredited Labs network

About Us:

Accredited Labs is a trusted provider of accredited calibration services. Our expertise in precision calibration is marked by innovation, quality, and our dedication to customer satisfaction.

We are a network of calibration companies that blends local relationships with the reliability and resources of a national brand. We partner with established regional labs known for their deep community roots and long-standing customer trust and empower them with top-tier infrastructure and ISO/IEC 17025 accreditation. Whether onsite or in-lab, we maintain the personalized service customers depend on and deliver a consistent, compliant experience across every location.

Accredited Labs is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Accredited Labs does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Benefits:

We value our team and are proud to offer a comprehensive benefits package for all full-time employees, including:

• Health Insurance – Comprehensive medical coverage to support your well-being

• Dental Insurance – Preventive and restorative care to keep you smiling

• Vision Insurance – Coverage for eye exams, glasses, and contacts

• 401(k) with Company Match – Plan for your future with our retirement savings plan and generous employer match

• Company-Paid Life Insurance – Peace of mind with fully covered life insurance

• Paid Time Off (PTO) – Enjoy a healthy work-life balance with paid time off

• Paid Holidays – Celebrate and recharge with paid company holidays

• Company-Provided Equipment – All necessary tools and technology supplied to help you succeed in your role