Technical Customer Service Representative

Technical Customer Service Representative -Medallion Labs

Max Pay Rate: ***/hr.
Max Bill Rate: ***/hr.

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.

Medallion Labs is a division of *** that markets and provides analytical, chemistry, microbiology, sensory, shelf-life testing services to the food industry. Medallion Labs is a fast paced, dynamic small business environment with a close-knit team.

Since 1974, we have served every company on the Forbes Top Food Companies list, earning us a as a leader in the food industry. We consistently meet demands for fast turnaround and accuracy of results, while maintaining our customers expectations for quality, reliability, and flexibility. More information can be obtained from our website at www.medallionlabs.com .

Job Description:

Medallion Labs is looking for a motivated and experienced Technical Service Representative to join our external Customer Service department. This position will be responsible for:

• 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 being met.


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

Key Responsibilities

Customer Service

Answer customer inquiries via phone or email in a 24-business hour period

o 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 turndowns

o (sample matrix issues, updates to customer's expectations)

Generate quotes for testing

Generate 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

Account Management

Responsible for managing all client communications to ensure customer satisfaction and support with any service-related issues that result in escalation.

Own large and specialty projects for the account.

Maintain a deep understanding of all of Medallion s services and capabilities and apply them to customer conversation and needs.

Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

To qualify for the role, the ideal candidate will have proven experience working in a customer facing role with excellent knowledge of the latest lab industry trends and techniques. In addition to being an excellent communicator (written and verbal), preferred candidate will demonstrate strong relationship and client rapport skills.

Minimum Requirement

1 years' 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)

• Proficiency in Microsoft Office
  


• LIMS exposure preferred

Key Skills and Competencies Required

• Strong time management and prioritization skills


• Excellent interpersonal, communications and business management skills


• Strong ability to influence


• Navigate matrix organization


• Team Player


• Previous analytical lab experience a plus