Customer Service Rep 2

Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise – So The World Can Trust In What It Consumes™. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.

Our Brands

Certified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries:

• Certified Laboratories – Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries.
• 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.
• Labstat – A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology.
• 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.
• FSNS Certification & Audit – Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs.

Job Summary

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.

Mission: Partner with customers to deliver innovative scientific solutions and expertise.

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 involves deeper product knowledge, ownership of case resolution, and participation in team training and service optimization. This role is responsible for all complex client services to support the field sales team and lab, sample submissions, and related duties. This role focuses on communication, problem-solving, and delivering excellent service across various channels such as phone, email, Microsoft Teams, or in-person.

Essential Responsibilities

• Oversee Client Master File Maintenance to include customer profile updates.

• Works directly with clients, technical teams, and sales to ensuretimelyand efficient customer service.
• Answering daily incoming phone calls and customer requestsensuringcustomer satisfaction is achieved.
• Provide proactive service to customers, technical teams, and salesregardingrequeststo communicate relevant information and updates about their testingina timelyand professional manner.
• Forwarding oftechnical issues to theappropriate team. Follow up with lab managers on delayed due dates.
• Provide pricing and testing information to customers when necessary.
• Keep a pulse on client interactions and proactively communicate by escalating issues to theappropriate teammembers andfollows-up to ensurea timelyclosure of each case.
• Document customer interactions and requests inSalesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts.
• Collaborate with management and sales in current and new business, client relations, communications, literaturedispersal.
• Awareness of processes, procedures, and techniquesin accordance withthe Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

Education & Experience

• High school diploma or equivalent; some college preferred.

• Bachelor’s degree or applied experience in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• 3 - 4 years of experience in customer service support, or client-facing experience.
• MS Office and typingproficiency;experience inSalesforcea plus.
• Strong problem-solving and critical thinking abilities.
• Knowledge of microbiology and chemistry terminology is desired.
• Ability to de-escalate challenging situations.
• Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).

Skills & Competencies

• Ability to read and comprehend instructions, correspondence, and memos and convert them into action.

• Effective verbal and written communication skills with strong problem-solving and decision-making skills.
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Commitment to detailed,accurate, andtimelyresults.
  Ability to multi-task, plan, and organize.
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to think logically and plan strategies to achieve desired outcomes.

Physical Demands & Work Environment

• Dexterity of hands and fingers cooperate computer keyboard, mouse and to handle other communications/computer components
• Interactive and fast-paced team-oriented tasks
• Occasionally lift and/or move up to 25 pounds

By applying, you acknowledge that Certified Group will process your personal information for recruitment and hiring purposes in accordance with our Applicant Privacy Policy. California residents may review additional information about how we collect and use personal information, including retention and rights, in our California Notice at Collection.