Certified Group

Certified Group

Testing Lab Customer Service Rep

San Antonio, TX

Sponsorship not specifiedDetected 25 days ago
SalesforceCRMSalesAuditingCustomer SupportZendeskPharmacologyGMPFDA RegulatoryResearchCommunicationProblem SolvingCritical ThinkingMicrosoft OfficeMicrosoft TeamsFood Safety

About the role

  • This individual will uphold our purpose - so the world can trust in what it consumes by fostering a culture aligned to our mission and values:
  • Purpose: So the world can trust in what it consumes.
  • This role involves deeper product knowledge, ownership of case resolution, and participation in team training and service optimization.

Responsibilities

  • Food Safety Net Services (FSNS) - A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry.
  • EAS Consulting Group - A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors.
  • Values: start with the customer, commit to safety and quality, drive to deliver, act with integrity and support the team.
  • The Customer Service Representative 2 handles more complex customer inquiries, provides proactive support, and contributes to process improvements.
  • This role is responsible for all complex client services to support the field sales team and lab, sample submissions, and related duties.
  • Collaborate with management and sales in current and new business, client relations, communications, literature dispersal.

Requirements

  • 4 years of experience in customer service support, or client-facing experience.
  • Knowledge of microbiology and chemistry terminology is desired.
  • Ability to de-escalate challenging situations.

Nice to have

  • Oversee Client Master File Maintenance to include customer profile updates.
  • Works directly with clients, technical teams, and sales to ensure timely and efficient customer service.
  • Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved.
  • Forwarding of technical issues to the appropriate team.
  • Follow up with lab managers on delayed due dates.
  • Keep a pulse on client interactions and proactively communicate by escalating issues to the appropriate team members and follows-up to ensure a timely closure of each case.
  • High school diploma or equivalent
  • some college preferred.

Company info

  • We are an Equal Opportunity Employer and make employment decisions without regard to protected characteristics under applicable law.
  • Provide proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a timely and professional manner.
  • Provide pricing and testing information to customers when necessary.
  • Partner with customers to deliver innovative scientific solutions and expertise.
  • Mission: Partner with customers to deliver innovative scientific solutions and expertise.
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This listing is sourced directly from Certified Group's careers page and normalized into a canonical job model.