Technical Customer Service Representative

Job Title: Technical 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 Technical 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.

#LI-
Ref: #558-Scientific