Technical Customer Service Representative

Job Title: Technical Customer Service Representative
Location: Golden Valley, MN
Hours/

Schedule:

Monday–Friday, 8:00 am to 4:30 pm
Type: Contract

This role serves as the primary technical point of contact for customers, providing timely responses to inquiries, resolving issues, and coordinating with internal laboratory and commercial teams. The position supports customer satisfaction by managing orders, results, and escalations while maintaining accurate documentation across multiple systems.

Customer Service & Support

• Respond to customer inquiries via phone and email within a 24-business‑hour window
• Provide information on service capabilities, test status, and results interpretation
• Manage customer complaints and escalations through to resolution
• Troubleshoot customer questions related to portals, orders, and submissions
• Demonstrate empathy and provide clear communication during sample turndowns or expectation changes
• Generate quotes for testing services
• Create mock Nutrition Facts Panels using Genesis software
• Submit requests for reruns and additional testing through LIMS
• Schedule and coordinate customer conference calls as needed
• Send preliminary reports and follow up to expedite final reports when required
• Pull and provide historical data upon request

Systems & Documentation

• Build new customer profiles and maintain existing customer records in LIMS
• Monitor customer service dashboards and analyst notes in LIMS
• Enter and track action items related to testing changes and rerun requests
• Log all customer communications in Salesforce
• Assist with customer information reviews as capacity allows
• Communicate weekly updates on submission trends and phone/email metrics

Account Management

• Manage ongoing client communications to ensure satisfaction and timely issue resolution
• Own and coordinate large or specialty projects for assigned accounts
• Maintain a strong working knowledge of available testing services and capabilities
• Collaborate with Sales to support quarterly business reviews and account initiatives

Required

• At least 1 year of experience in customer service, retail, or account management
• Bachelor’s degree (science‑related preferred; non‑science fields accepted)
• Proficiency in Microsoft Office applications

Preferred

• Exposure to or experience working with LIMS
• Prior experience in an analytical or laboratory environment

System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.