Lab Testing Customer Service Representative
Core
Handle complex customer inquiries, provide proactive support, and manage case resolution for clients in the food, beverage, cosmetics, and regulated industries.
Role type
Senior Customer Service Representative (Complex Inquiries & Process Improvement)
Builds
Client trust and operational efficiency for Certified Group's laboratory testing and regulatory consulting brands
Domain
Life Sciences / Food & Beverage / Regulatory Compliance
Deliverable
client delivery
Required skills
complex problem-solving, de-escalation, CRM management, Salesforce proficiency, technical issue triage, pricing information delivery, client master file maintenance, cross-functional collaboration
Preferred skills
microbiology/chemistry terminology knowledge, MS Office proficiency, experience in regulated industries
Responsibilities
Answer daily incoming calls and handle complex client requests; maintain client master files and update customer profiles; forward technical issues to appropriate teams and follow up on delayed lab due dates; document interactions in Salesforce; collaborate with sales and management on current and new business; proactively communicate testing updates and escalate issues to ensure timely closure.
Seniority
Mid-level, hands-on IC