Senior Customer Service & Operations Lead

Biotage; Charlotte (NC); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with company match

Job summary

Biotage, based in Charlotte, NC, is seeking a Senior Customer Service Representative for an office-hybrid role with three days in the Charlotte office and up to two remote days. The position supports the full customer order and account lifecycle, engages with multiple internal teams, and ensures accurate documentation in ERP/CRM systems.

The role emphasizes attention to detail, strong customer service, and process ownership, including onboarding, RMAs, credits, COIs, and vendor-related tasks.

Qualifications

• Associate or bachelor’s degree in business administration, Supply Chain, Operations, Finance, or a related field preferred; an equivalent combination of education and relevant experience may be considered.
• Four or more years of progressive customer service, order management, sales support, commercial operations, or related experience.
• Prior experience as a senior representative, trainer, process owner, or informal operational leader strongly preferred.
• Experience processing complex orders and supporting customer-account setup, RMAs, credits, vendor forms, customer portals, or COI requests is preferred.

Responsibilities

• Perform all core Customer Service Representative duties, including customer communication, sales order processing, quote-to-order conversion, order acknowledgement, order status follow-up, account maintenance, sample and replacement orders, credits, returns, and transaction closure.
• Provide customers with prompt, accurate, and professional service through phone and email interactions, including proactive communication regarding order status, backorders, shipment, delivery, invoicing, credits, returns, and unresolved requirements.
• Validate order information before entry or release, including bill-to and ship-to details, pricing, discounts, payment terms, tax information, freight terms, required documentation, delivery instructions, item availability, and applicable project codes.
• Monitor open, blocked, aging, delayed, or incomplete orders and coordinate the required customer or internal action to move each transaction to completion.
• Serve as the first point of support for routine Customer Service questions and smaller operational issues. Research the transaction, resolve the issue within established authority, document the resolution, and elevate when the matter involves significant financial exposure, policy deviation, legal or contractual terms, or unresolved cross-functional ownership.
• Provide day-to-day functional guidance to Customer Service Representatives by helping prioritize work, clarifying procedures, supporting coverage needs, and reinforcing ownership of assigned transactions.

Skills

Attention to detail

Customer service

Communication skills

Organizational skills

Excel

Dynamics 365

Salesforce

Education

Associate or bachelor’s degree in business administration or related field

Tools

Dynamics 365

Salesforce

Job description

Biotage, based in Charlotte, NC, is seeking a Senior Customer Service Representative for an office-hybrid role with three days in the Charlotte office and up to two remote days. The position supports the full customer order and account lifecycle, engages with multiple internal teams, and ensures accurate documentation in ERP/CRM systems.

The role emphasizes attention to detail, strong customer service, and process ownership, including onboarding, RMAs, credits, COIs, and vendor-related tasks.