Laboratory Customer Service Representative

System One; Minneapolis (MN); Hybrid; USD 30,000 - 39,000; Part time

Job summary

System One is seeking a Laboratory Customer Service Representative in Minneapolis, MN for a contract role with a hybrid work model (onsite and remote). The role requires a BS degree and at least 1 year of customer service experience, with lab experience highly preferred.

Responsibilities include handling customer inquiries, liaising with Sales, Sample Handling and Lab teams, generating quotes, and managing LIMS and Salesforce entries.

Qualifications

• BS degree required; science preferred.
• At least 1 year of customer service experience.
• Lab experience is a plus.
• Strong communication and customer-facing skills.
• Awareness of lab industry trends and techniques.
• Proficiency with MS Office and related software.

Responsibilities

• Respond to customer inquiries by phone or email within 24 business hours.
• Coordinate between customers and External Sales, Sample Handling, Quality Teams, Lab Analysts and Scientists.
• Generate quotes for testing and create Mock Nutrition Facts Panels via Genesis software.
• Submit requests for reruns and additional testing through LIMS.
• Log communications in Salesforce and monitor the CS dashboard.

Skills

Communication skills

Client rapport

Microsoft Office

Education

Bachelor's degree

Tools

Genesis software

LIMS

Salesforce

Microsoft Office

Job description

Job Title: Laboratory Customer Service Representative

Location: Minneapolis, MN

Type: Contract

Work Model: Hybrid - onsite and remote

Hours: 37.5 hours per week

Overview

Global food manufacturer is looking for a motivated and experienced Customer Service Representative to join their external Customer Service department. Must bring a BS Degree and at least 1 year of customer service experience. Prior lab experience is highly preferred!

Responsibilities

• Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the External Sales, Sample Handling, and Quality Teams, along with Lab Analysts, and Scientists
• Supporting key large customers; ensuring their needs are being met
• Supporting the execution of digital, marketing, and continuous improvement projects as needed
• Answering customer inquiries via phone or email within a 24-business hour period
• Providing service capabilities, results status, and results interpretation
• 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 turndowns (sample matrix issues, updates to customer's expectations)
• Generating quotes for testing
• Creating Mock Nutrition Facts Panels via Genesis software
• Submitting requests for reruns and additional testing through LIMS
• Setting up conference calls with customers, when needed
• Building new customers in LIMS and updating existing customer records when needed
• Monitoring the Customer Service Dashboard in LIMS (e.g., Analyst Notes)
• Entering action items in LIMS for changes to testing and rerun requests
• Ensuring customers receive results promptly
• Sending Preliminary 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
• Assisting with customer information and Echo review as time allows
• Communicating weekly updates on submission trends and phone/email metrics

Account Management

• Responsible for managing all client communications to ensure customer satisfaction and support with any service-related issues resulting in escalation
• Owning large and specialty projects for the account
• Maintaining a deep understanding of all of Medallion's services and capabilities and applying them to customer conversations and needs
• Maintaining strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Requirements

• 1 year's experience in retail, customer service, and/or account management in any field
• Lab/science experience a plus!
• Bachelor's degree (science-related field preferred but non-science fields accepted)
• Experience working in a customer-facing role with excellent knowledge of the latest lab industry trends and techniques
• Excellent written and verbal communication skills
• Demonstrated strong relationship and client rapport skills
• Proficiency in Microsoft Office
• LIMS exposure preferred
• Previous analytical lab experience a plus

System One, and its subsidiaries including 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.

Ref: #558-Scientific

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services 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 full-time 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.