Customer Support Representative II

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $19 - $25 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Mesa Laboratories, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1982

🏭 Manufacturing

🏥 Healthcare

Manufacturing • Life Sciences • Healthcare

Mesa Laboratories, Inc. is a manufacturer and service provider of precision monitoring, measurement, and quality-control solutions for regulated and industrial environments. The company makes biological and chemical sterilization indicators, data loggers and continuous monitoring systems, ambient air samplers, gas and air flow calibration instruments, dialysis meters, torque testers, and offers contract laboratory testing, calibration, validation, and repair services. Mesa serves customers in life sciences and healthcare (supporting sterile processing, environmental monitoring and regulatory compliance) and provides industrial metrology and calibration solutions to ensure process control and traceability.

📋 Description

• Accurately enter, review, and process customer orders from phone, email, web orders, and sales representatives • Verify pricing, discounts, product availability, and customer account details • Manage and prioritize orders according to urgency, complexity, and service level agreements • Process returns, exchanges, and backorders • Handle complex order-related issues, including pricing discrepancies, order modifications, customer complaints, and shipping delays • Resolve customer concerns and escalate unresolved or highly complex issues • Identify recurring issues and communicate process-improvement insights • Collaborate with warehouse, inventory, shipping, logistics, finance, billing, sales, customer service, quality assurance, and product teams • Communicate order statuses, shipping confirmations, backorders, delays, delivery schedules, and required changes to customers via phone, email, or chat • Maintain accurate order, customer interaction, and issue-resolution records • Prepare invoices, packing slips, and shipping labels • Generate and review reports on order status, returns, and key performance metrics • Assist with customer feedback reports and continuous improvement • Mentor junior Order Processing Representatives and help train and onboard new team members • Serve as a subject matter expert on order processing procedures • Identify workflow inefficiencies and suggest process enhancements

🎯 Requirements

• High school diploma or equivalent • Minimum of 1 - 2 years of experience in order processing, customer service, or a related administrative role, with a proven track record of handling complex orders and issues • Strong attention to detail and accuracy when processing orders and verifying order information • Excellent written and verbal communication skills for interacting with customers and internal teams • Ability to handle complex customer issues, troubleshoot problems, and provide effective solutions • Strong organizational skills, with the ability to manage multiple tasks and priorities efficiently • Ability to work independently and collaboratively in a fast-paced environment • Experience with ERP systems and order management software (preferred) • Knowledge of logistics, shipping, and inventory management systems (preferred) • Previous experience in a customer service or order management environment with exposure to resolving escalated issues (preferred)

🏖️ Benefits

• Eligible for benefits the first day of the month after you start • Tiered Medical, Dental and Vision Insurance options • Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts • Company paid short term and long-term disability (unless covered by a state disability plan) • Company paid life insurance and AD&D • 3 weeks of accrued vacation time; accruals begin on Day 1 • Paid sick leave of 48 hours per calendar year • Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws • 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1 • Employee Wellness and Financial Assistance Resources through Cigna and NY Life • Nine (9) paid company holidays per year • Overtime opportunities • Annual 10% bonus opportunity in addition to the base salary

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