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Technical Customer Service Representative

System One • Minneapolis, MN • 13h ago

Job Title: Technical Customer Service Representative

Location: Golden Valley, MN

Hours/Schedule: Monday-Friday, 8:00 am to 4:30 pm

Type: Contract

Overview

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.

Responsibilities

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

Qualifications

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

Benefits

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.

Ref: #558-Scientific

System One, and its subsidiaries including Joulé, 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.

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