Senior Customer Service Representative

From drug discovery and development to analytical testing, Biotage supports the work that drives progress in life science and improves human health. With expertise in separation and purification technologies and versatile, intelligent workflow solutions, we help optimize processes for more than 5,000 customers worldwide.

Our mission is clear: to empower scientists to simplify and accelerate discovery and development.

This position is office-hybrid based in Charlotte, NC. The normal expectation is at least three days per week in the Charlotte office, with remote work permitted up to two days per week, subject to business needs and company policy.

Biotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match and more!

Role Description

The Senior Customer Service Representative supports the complete customer order and account-administration lifecycle, from receipt of a customer request through order entry, fulfillment, delivery, invoicing, return, credit, or final resolution. The role remains actively involved in daily transaction processing and customer communication while helping the team resolve routine issues, follow standard work, and maintain accurate records in Dynamics 365 (ERP business system), Salesforce (CRM business system), shared mailboxes, customer portals, and related systems.

In addition to the responsibilities of a Customer Service Representative, a Senior Role has primary operational ownership for customer forms and setup activities, new-vendor forms and portal registrations, Certificates of Insurance (COIs), RMAs, credits, and related documentation. The role ensures these activities are complete, accurate, properly approved, routed to the correct internal owner, and followed through to closure. This role escalates material financial, legal, contractual, compliance, or policy exceptions to the appropriate manager or functional owner.

Tasks and 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 escalate 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.

• Support onboarding, cross-training, and continued development of Customer Service Representatives by sharing process knowledge, demonstrating system workflows, reviewing work for accuracy, and identifying areas requiring additional training or documentation.

• Maintain visibility to team workload, shared-mailbox activity, urgent requests, backlog, aging items, open RMAs, outstanding credits, vendor setup requests, and unresolved customer commitments. Communicate material risks and support needs to the manager.

• Create, maintain, and reinforce standard work, desk procedures, templates, checklists, and escalation paths for Customer Service activities.

• Professionally represent Biotage in all customer and internal communications and perform additional tasks assigned by management to support departmental and organizational goals.

• Own and coordinate completion of customer forms, account setup packages, supplier or new-vendor forms, vendor portal registrations, and related customer onboarding requirements.

• Review forms for completeness and accuracy, coordinate required information with Sales, Finance, Tax, Legal, Quality, Service, Logistics, or other internal functions, obtain authorized signatures or approvals, and ensure completed documentation is returned to the customer or submitted through the required portal.

• Coordinate requests for Certificates of Insurance (COIs), including gathering the customer’s insurance requirements, submitting complete information to the authorized internal or external owner, reviewing the returned certificate for alignment with the request, delivering it to the customer, and retaining appropriate documentation.

• Own Customer Service administration of RMAs. Confirm required approvals and supporting information, provide accurate return instructions, validate shipping responsibility and return destination, coordinate with Technical Support, Service, Quality, Logistics, or Warehouse as needed, and track the return through receipt and final disposition.

• Coordinate customer credits and credit corrections by validating the reason, original transaction, quantities, pricing, tax, freight, return status, and required approvals before submission or processing.

• Monitor open credit requests through completion, resolve routine discrepancies, keep the customer and internal stakeholders informed, and confirm that the final credit was issued accurately and applied to the correct account or transaction.

• Conduct periodic reviews of open RMAs, credits, vendor forms, and COI requests to identify aging items, missing documentation, incorrect ownership, or recurring process failures.

• Partner with Sales, Finance, Credit and Collections, Tax, Legal, Quality, Warehouse, Logistics, Service, Technical Support, and other stakeholders to ensure requests are complete, handoffs are clear, and assigned actions reach closure.

Role Specific Skills and Behaviors:

• Exceptional attention to detail and commitment to accurate, complete, and timely transaction processing.

• Strong customer-service judgment with the ability to balance urgency, policy, financial impact, and customer experience.

• Ability to lead through expertise, credibility, clear expectations, coaching, and consistent follow-through while remaining actively engaged in daily work.

• Strong organizational, multitasking, and prioritization skills in a high-volume environment with competing deadlines.

• Professional verbal and written communication skills with customers, coworkers, leadership, and cross-functional partners.

• Ability to troubleshoot and investigate routine issues using system data, transaction history, process documentation, and sound root-cause analysis.

• Ability to read, interpret, complete, and coordinate business documents such as purchase orders, tax forms, vendor setup forms, portal requirements, COIs, return documentation, credit requests, invoices, and account records.

• Advanced computer proficiency, particularly in Microsoft Outlook, Excel, Teams, and Word. Experience with Dynamics 365, Salesforce, ServiceMax, CRM, ERP, customer portals, or similar systems is strongly preferred.

• Ability to protect confidential customer and company information and consistently apply documented approvals, controls, and record-retention requirements.

Education and Experience

• 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.

• Experience in a technical, life sciences, manufacturing, distribution, regulated, or service-oriented environment is beneficial.

Physical Demands

• LIGHT - Exert up to 20 lbs. of force occasionally, up to 10 lbs. frequently, and a negligible amount of force constantly to move objects.

• Ability to safely work around and handle hazardous materials.

• Extended computer and telephone use is required.

Travel Required

• No travel is normally required for daily operations.

• Potential travel may be required for annual meetings, training, or other business needs.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions