Customer Service Rep 1 at Certified Laboratories Inc – Aurora, Illinois

Certified Group is committed to delivering expert solutions and quality testing our customers can feel confident in – on time, every time – so the world can trust in what it consumes. As a leading North American provider of laboratory testing, regulatory consulting, and certification & audit services, Certified Group includes Food Safety Net Services (FSNS), FSNS Certification & Audit, Certified Laboratories, EAS Consulting Group, and Labstat International Inc. Certified Group provides analytical testing and regulatory guidance services in the food & beverage, dietary supplements & NHP, cosmetics, OTC, personal care, tobacco, nicotine, cannabis, and hemp industries. 

We have embarked on an important journey to unify and strengthen our culture by living these core values: Start with the Customer, Drive to Deliver, Commit to Safety and Quality, and Believe in the Team — including believing in you.

We are currently looking for a Customer Service Representative to join our team!

JOB SUMMARY

The Customer Service Representative 1 will provide front-line support to customers by answering inquiries, resolving issues, and ensuring positive customer experience between the clients and the laboratory for daily phone interactions and routine daily client requests. This role focuses on communication, problem-solving, and delivering excellent service across various channels such as phone, email, Microsoft Teams, or in-person. This role is responsible for all client services’ work necessary to support the field sales team and lab, sample submissions, and related duties. This position will route client requests to the appropriate subject matter expert while managing follow-up to ensure responses are received by the customer in a timely manner.

ESSENTIAL RESPONSIBILITIES

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

• Works directly with clients, technical teams, and sales to ensuretimelyand efficient customer service.
• Answering daily incoming phone calls and customer requestsensuringcustomer satisfaction is achieved.
• Provide proactive service to customers, technical teams, and salesregardingrequeststo communicate relevant information and updates about their testingina timelyand professional manner.
• Forwardingoftechnical issues to theappropriate 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 theappropriate teammembers andfollows-up to ensurea timelyclosure of each case.
• Document customer interactions and requests inSalesforce 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, literaturedispersal.
• Awareness of processes, procedures, and techniquesin accordance withthe 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.

MINIMUM QUALIFICATIONS

• 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.
• 1-2 years of experience in customer relations/service.
• Strong communicationand active listening skills.
• Knowledge of microbiology and chemistry terminology is desired.
• MS Office and typingproficiency;experience inSalesforcea plus.
• Strong customer service mindset with the ability to work in a fast-paced environment
• Flexibility with schedule as work load myvaryfrom week to week.
• Ability to work constructively with others in a traditional office environment.
• Comfort with prolonged sitting and viewing of computer screens.
• Work effectively under stress with interruptions and deadlines.
• Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).

PHYSICAL DEMANDS

• This position requires the ability to stand and remain on your feet for approximately 80% of the work shift while performing routine laboratory tasks.
• This position involves frequent movement within the laboratory, handling samples and equipment, and maintaining productivity in a fast-paced environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other communications/computer components
• Potential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens
• Noise level varies from quiet to loud
• Temperature varies from hot to cold
• Interactive and fast-paced team oriented tasks
• Occasionally lift and/or move up to 25 pounds.
• Color vision and depth perception

BENEFITS

• Progressive 401k Retirement Savings Plan
• Employer Paid Short- Term and Long-Term Disability, and Life Insurance
• Group Medical
• Tuition Reimbursement
• Flexible Spending Accounts
• Dental
• Paid Holidays and Time Off
• Many positions which qualify for the company bonus program