Customer Service Rep 2

Job Description

Job Description

Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise – So The World Can Trust In What It Consumes™. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.

Our Brands

Certified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries:

• Certified Laboratories – Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries.
• Food Safety Net Services (FSNS) – A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry.
• Labstat – A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology.
• EAS Consulting Group – A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors.
• FSNS Certification & Audit – Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs.

Job Summary

This individual will uphold our purpose – so the world can trust in what it consumes by fostering a culture aligned to our mission and values:

Purpose: So the world can trust in what it consumes.

Mission: Partner with customers to deliver innovative scientific solutions and expertise.

Values : start with the customer, commit to safety and quality, drive to deliver, act with integrity and support the team.

The Customer Service Representative 2 handles more complex customer inquiries, provides proactive support, and contributes to process improvements. This role involves deeper product knowledge, ownership of case resolution, and participation in team training and service optimization. This role is responsible for all complex client services to support the field sales team and lab, sample submissions, and related duties. This role focuses on communication, problem-solving, and delivering excellent service across various channels such as phone, email, Microsoft Teams, or in-person.

Essential Responsibilities

• Oversee Client Master File Maintenance to include customer profile updates.

• Works directly with clients, technical teams, and sales to ensure timely and efficient customer service.
• Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved.
• Provide proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a timely and professional manner.
• Forwarding of technical issues to the appropriate team. Follow up with lab managers on delayed due dates.
• Provide pricing and testing information to customers when necessary.
• Keep a pulse on client interactions and proactively communicate by escalating issues to the appropriate team members and follows-up to ensure a timely closure of each case.
• Document customer interactions and requests in Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts.
• Collaborate with management and sales in current and new business, client relations, communications, literature dispersal.
• Awareness of processes, procedures, and techniques in accordance with the Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

Education & Experience

• High school diploma or equivalent; some college preferred.

• Bachelor's degree or applied experience in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• 3 - 4 years of experience in customer service support, or client-facing experience.
• MS Office and typing proficiency; experience in Salesforce a plus.
• Strong problem-solving and critical thinking abilities.
• Knowledge of microbiology and chemistry terminology is desired.
• Ability to de-escalate challenging situations.
• Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).

Skills & Competencies

• Ability to read and comprehend instructions, correspondence, and memos and convert them into action.

• Effective verbal and written communication skills with strong problem-solving and decision-making skills.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Commitment to detailed, accurate, and timely results.
  Ability to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to think logically and plan strategies to achieve desired outcomes.

Physical Demands & Work Environment

• Dexterity of hands and fingers cooperate computer keyboard, mouse and to handle other communications/computer components
• Interactive and fast-paced team-oriented tasks
• Occasionally lift and/or move up to 25 pounds

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We are an Equal Opportunity Employer and make employment decisions without regard to protected characteristics under applicable law.