Technical Customer Service Representative

Job Title: Technical Customer Service Representative

Location: Minneapolis, MN

Type: Contract

Compensation: $20-$25

Work Model: Hybrid (once training is complete)

Hours: 8a - 4:30pm (37.5 hours per week)

Responsibilities

- Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between the customers and the Medallion External Sales, Sample Handling and Quality Teams, along with Lab Analysts, and Scientists.

- Supporting key large customers; ensuring their needs are are being met.

- Supporting the execution of digital, marketing, and continuous improvement projects as needed.

- Answer customer inquiries via phone or email in a 24-business hour period regarding service capabilities, results status, results interpretation, etc.

- Handle customer complaints or escalations and facilitate resolution.

- Handle all portal and order related questions, concerns, and troubleshooting with customers.

- Demonstrate empathy and support during customer turn downs (sample matrix issues, updates to customer's expectations).

- Generate quotes for testing and Mock Nutrition Facts Panels via Genesis software.

- Submit requests for reruns and additional testing through LIMS.

- Set up conference calls with customers, when needed.

- Build new customers in LIMS and update existing customer records when needed.

- Monitor the Customer Service Dashboard in LIMS (i.e., Analyst Notes, etc.).

- Enter action items in LIMS for changes to testing and rerun requests.

- Ensure customers are getting results as soon as possible.

- Send Prelim Reports to customers, if needed.

- Contact Approvers to push through Final Reports, if needed.

- Pull historical data upon request.

- Log all customer communication in Salesforce.

- Assist with customer information Echo review as time allows.

- Communicate weekly updates on submission trends and phone/email metrics.

Requirements

- 1+ years' experience in retail, customer service, or account management in any field. Lab/science experience a plus!

- Bachelor's degree (science-related preferred but non-science fields accepted).

- Proficiency in Microsoft Office.

- LIMS exposure preferred.

System One, and its subsidiaries including Joul and 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.

Ref: #558-Scientific

System One, and its subsidiaries including Joul, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services 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 full-time 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.