Technical Customer Service Representative

Job Description

Title : Technical Customer Service Representative

Location : Golden Valley, MN

Job Type : Contract (6 Months)

Compensation : $25/hr

Industry: Food & Beverage Manufacturing

Schedule: Monday - Friday (37.50 Hours per week, Customer service coverage window 8a - 4:30pm)

Hybrid schedule available once training is complete:
Month 1: 5 days per week in office
Month 2: 3 to 4 days in office
Month 3+: 3 in, 2 out hybrid schedule
**Flexibility on days will be discussed based on business and employee needs.
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About the Role
Our client, a well-established leader in the food and beverage industry, is seeking a Technical Customer Service Representative to join their analytical testing business. This organization provides specialized laboratory services including chemistry, microbiology, sensory, shelf-life, and nutritional analysis to food manufacturers across the industry. Known for delivering high-quality results, fast turnaround times, and exceptional customer support, the organization serves many of the nation's leading food companies.
This role is ideal for a customer-focused professional who enjoys solving problems, building relationships, and serving as the bridge between customers and technical laboratory teams. The Technical Customer Service Representative will support clients throughout the testing process, provide technical guidance, manage customer inquiries, and help ensure an outstanding customer experience. Job Description
The Technical Customer Service Representative serves as a key point of contact for customers, supporting laboratory testing services and maintaining strong client relationships. This position works closely with sales, quality, laboratory, sample handling, and scientific teams to ensure customer needs are met and expectations are exceeded.

Key Responsibilities

• Respond to customer inquiries via phone and email regarding testing services, results, turnaround times, and technical questions.
• Provide timely updates and technical guidance to customers while managing expectations throughout the testing process.
• Handle customer concerns, complaints, and escalations, ensuring prompt resolution and customer satisfaction.
• Support customers with order management, online portal access, troubleshooting, and account-related questions.
• Generate testing quotes and coordinate requests for additional testing or sample reruns.
• Create mock Nutrition Facts Panels using specialized software tools.
• Coordinate conference calls and communications between customers and internal technical teams as needed.
• Establish and maintain customer records within laboratory and customer management systems.
• Monitor testing workflows and customer dashboards to help ensure timely delivery of results.
• Distribute preliminary reports and assist with final report delivery when needed.
• Retrieve historical testing data upon customer request.
• Document customer interactions and account activity within CRM systems.
• Communicate submission trends, customer service metrics, and account updates to internal stakeholders.
• Manage ongoing communications for assigned customer accounts and support escalated service issues.
• Lead or support large customer projects and specialized testing initiatives.
• Develop a strong understanding of laboratory testing capabilities and recommend appropriate solutions to customers.
• Partner with sales teams to support customer reviews, account growth opportunities, and strategic initiatives.
• Participate in continuous improvement, digital transformation, and marketing-related projects as assigned.

Qualifications

Required Qualifications:

• Bachelor's degree in a science-related field or another applicable discipline.
• Minimum of 1 year of experience in customer service, retail, account management, or another customer-facing role.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office applications.
• Strong organizational, time management, and prioritization skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Demonstrated problem-solving and conflict resolution capabilities.
• Ability to work effectively across cross-functional teams and within a matrixed organization.
• Strong attention to detail and commitment to delivering high-quality customer support.
• General laboratory knowledge and understanding of technical or scientific environments.

Preferred Qualifications:

• Bachelor's degree in a scientific discipline such as Biology, Chemistry, Food Science, or a related field.
• Experience supporting customers within a laboratory, food manufacturing, scientific services, or technical environment.
• Experience with Laboratory Information Management Systems (LIMS).
• Previous analytical laboratory experience.
• Experience using customer relationship management (CRM) systems, such as Salesforce.
• Knowledge of food industry testing services, laboratory processes, or product analysis.
• Account management experience supporting larger or strategic customer accounts.
• Experience creating nutrition labeling or nutritional analysis reports.

Benefits
Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family's needs. For details, please review the DAHL Benefits Summary: How to Apply
Take the first step on your new career path!To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we've reviewed your application details, a recruiter will reach out to you with next steps! Equal Opportunity Statement
As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!

Dahl Consulting is proud to offer a comprehensive benefits package to eligible contract employees that will allow you to choose the best coverage to meet your family's needs. For details, please review our Benefits Summary:


Dahl Consulting is an Equal Opportunity Employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other applicable legally protected characteristics.


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