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Client Experience & Administrative Coordinator

Client Experience & Administrative Coordinator Location: Portland, Maine Job Type: Full-Time | On-Site Industry: Cannabis & Environmental Testing (PFAS) Compensation: $40 - $60,000

About Nova Analytic Labs Nova Analytic Labs is a science-driven startup operating at the intersection of cannabis compliance and PFAS testing innovation. We are building a culture of excellence, accountability, and client-focused service. As we scale operations, we're seeking a sharp, capable, and tech-savvy Client Experience & Administrative Coordinator to help lead our front office operations and client interfacing systems. This is not a traditional receptionist or entry-level admin role. You'll play a key role in ensuring that our clients—ranging from cultivators to municipal agencies—receive timely, accurate service, and that our internal systems are streamlined, documented, and optimized. The ideal candidate is organized, responsive, and capable of working across multiple platforms to support operations and manage client engagement.

Key Responsibilities

• Client Experience & Communication
• Serve as the first point of contact for client inquiries (phone, email, chat, walk-ins).
• Coordinate onboarding of new clients, including intake forms, SOP sharing, and CRM profile setup.
• Follow up with clients regarding sample submissions, testing status, or invoicing.
• Manage inbound messages and route to the appropriate internal team members.
• Track and resolve customer issues promptly, documenting all communications in the CRM.
• Administrative & Operational Coordination
• Own scheduling logistics for field samplers, lab pickups, and technician support.
• Maintain and organize internal documentation, compliance records, and audit materials.
• Assist with customer invoicing and follow-ups related to payments or lab credits.
• Support the Laboratory Director and QA Officer with recordkeeping, scheduling, and reporting tasks.
• Monitor key operations dashboards and maintain status reports for leadership.
• Technology & Systems Administration
• Manage CRM and client portals (preferably in Zoho CRM, Zoho Desk, Zoho Creator or similar platforms).
• Configure, troubleshoot, and optimize SaaS platforms, forms, and workflows as a super admin.
• Collaborate with IT or external vendors to maintain system integrity and user access controls.
• Build automations, custom views, or reports within CRM and ticketing systems.
• Administer internal apps or dashboards—no coding required, but ability to understand, test, and manage configurations is essential.

Qualifications Required:

• 2–4 years in a client services, operations, or administrative coordinator role
• Demonstrated experience with CRM tools, preferably Zoho suite or similar (Salesforce, HubSpot, Monday.com)
• Strong Excel/Google Sheets skills (filters, pivot tables, lookups, conditional logic)
• Proven comfort managing web-based systems and working across multiple tabs and apps daily
• Excellent verbal and written communication; confident on the phone and via email
• Ability to troubleshoot and configure software, build templates/forms, and manage user roles

Preferred:

• Familiarity with the cannabis industry, environmental consulting, or regulatory compliance
• Experience with Zoho Creator, Flow, Forms, Books, or other low-code/no-code platforms
• Exposure to lab operations, sample chain of custody, or scientific testing environments
• Bonus if you've coded or used Zapier, Make (Integromat), or other automation platforms

What You'll Get

• A front-row seat in a high-growth testing lab
• Autonomy, responsibility, and clear paths for advancement
• Cross-training in both cannabis and environmental testing sectors
• Opportunity to shape client workflows, operational systems, and digital infrastructure from the ground up

Requirements

• Advanced computer skills and ability to configure and program various SaaS software platforms used in day-to-day management of tasks, communication, finances, CRM etc.
• Experience with Zoho platform is a plus.
• Bachelor degree with management experience preferred
• 2 years college coursework or high school diploma
• 1-3 years of administrative experience, supervisory role preferred
• Preferred experience in the cannabis testing, food testing or environmental testing field

Benefits

• Health, dental and vision plans available
• Profit sharing plan
• 3-5 weeks PTO
• 401k