Technical Customer Service Representative

Responsibilities

• Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the Medallion External Sales, Sample Handling and Quality Teams, along with Lab Analysts, and Scientists.
• Serving the needs of key large customers.
• Supporting the execution of digital, marketing, and continuous improvement projects as needed.
• Answering customer inquiries via phone or email in a 24-hour business period regarding service capabilities, results status, results interpretation, etc.
• Handling customer complaints or escalations and facilitating resolution.
• Managing portal and order-related questions, concerns, and troubleshooting with customers.
• Demonstrating empathy and support during customer turn downs (sample matrix issues, updates to customer’s expectations).
• Generating quotes for testing and Mock Nutrition Facts Panels via Genesis software.
• Submitting requests for reruns and additional testing through LIMS.
• Scheduling conference calls with customers, when needed.
• Building new customers in LIMS and updating existing customer records when needed.
• Maintaining the Customer Service Dashboard in LIMS (e.g., Analyst Notes, etc.)
• Entering action items in LIMS for changes to testing and rerun requests.
• Ensuring customers are receiving results as quickly as possible.
• Sending Prelim Reports to customers, if needed.
• Contacting Approvers to push through Final Reports, if needed.
• Pulling historical data upon request.
• Logging all customer communication in Salesforce.
• Aiding with customer information Echo reviews as time allows.
• Communicating weekly updates on submission trends and phone/email metrics.

Requirements

• 1+ years' experience in retail, customer service, or account management in any field.
• Bachelor's degree (science-related preferred but non-science fields accepted).
• Proficiency in Microsoft Office.
• LIMS exposure preferred. System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
• System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.