Customer Support Representative II

Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world. 

At Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package. 
 

Base Compensation Range: $19.95/hour to $25.00/hour
 
This position is eligible for an annual 10% bonus opportunity in addition to the base salary 
 

Outstanding Benefits and Perks: 
We are proud to offer a variety of benefits that meet the diverse needs of our employees: 

• 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 
   

SDC: Sterilization and Disinfection Control division manufactures and sells biological and chemical indicators that assess the effectiveness of sterilization and disinfection processes for pharmaceutical, healthcare, and dental industries. 

Job Summary 

The Customer Support Representative II is an intermediate-level position responsible for efficiently processing customer orders, ensuring accuracy, and addressing more complex order-related issues. This role involves handling orders from various sources, collaborating with internal teams to resolve problems, and providing high-quality service to customers. The Customer Support Representative II is expected to work with greater autonomy compared to the Level I role, handle escalated issues, and offer support to junior team members. This position plays a crucial role in maintaining the efficiency and accuracy of the order management process, contributing to high customer satisfaction and operational effectiveness.
 

Duties/Responsibilities 

Order Processing and Management:

• Accurately enter, review, and process customer orders from multiple channels (e.g., phone, email, web orders, and sales reps), ensuring that all order details, including quantities, products, and delivery instructions, are correct.
• Verify pricing, discounts, product availability, and customer account details, ensuring all necessary data is accurate before processing.
• Manage and prioritize orders according to customer urgency, order complexity, and service level agreements (SLAs).
• Process returns, exchanges, and backorders, ensuring proper documentation and handling according to company policies.

Issue Resolution and Escalation:

• Handle more complex order-related issues such as pricing discrepancies, order modifications, customer complaints, and shipping delays.
• Proactively resolve customer concerns related to orders, product availability, and delivery timelines.
• Escalate unresolved or highly complex issues to senior managers or specialized teams, ensuring proper follow-up and resolution.
• Identify and troubleshoot recurring issues or patterns that may require process improvements, communicating insights to the relevant departments.

Collaboration with Internal Teams:

• Work closely with the warehouse, inventory, shipping, and logistics teams to ensure timely and accurate order fulfillment.
• Collaborate with the finance and billing teams to resolve any discrepancies related to invoicing, payments, or credit.
• Assist the sales and customer service teams with special requests, rush orders, or customer inquiries, providing product and order-related information as needed.
• Coordinate with the quality assurance and product teams to address product issues or returns efficiently.

Customer Communication:

• Provide proactive communication to customers regarding the status of their orders, including shipping confirmations, backorders, and delays.
• Respond to customer inquiries regarding order status, product availability, delivery timelines, and other order-related concerns via phone, email, or chat.
• Communicate order updates, delivery schedules, or any required changes to customers, ensuring a clear understanding of the order status.

Documentation and Reporting:

• Maintain accurate records of orders, customer interactions, and issue resolutions within the order management system.
• Prepare and process order-related documentation, including invoices, packing slips, and shipping labels.
• Generate and review reports on order status, returns, and other key performance metrics to identify trends and inform decision-making.
• Assist in the preparation of customer feedback reports and share insights with the team for continuous improvement.

Training and Mentorship:

• Provide guidance and mentorship to junior Order Processing Representatives, assisting with training and onboarding new team members.
• Share best practices and process improvements to help maintain high standards of order accuracy and customer service within the team.
• Act as a subject matter expert on order processing procedures, assisting colleagues with troubleshooting and resolving complex issues.

Process Improvement:

• Identify inefficiencies in order processing workflows and suggest process enhancemen

Experience/Education 

• 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.

Knowledge and Skillsets Required 

• 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.
• Preferred Qualifications:
• Experience with ERP systems and order management software.
• Knowledge of logistics, shipping, and inventory management systems.
• Previous experience in a customer service or order management environment with exposure to resolving escalated issues.

Physical Demands

• Sitting: Often for extended periods at desks or meetings.
• Standing or walking: Occasionally for meetings or office tasks.
• Using computers: Typing, data entry and using office equipment.
• Handling Documents: Sorting, filing, and moving paper files.
• Telephone Use: Holding a phone or headset for extended periods of time. 
• Repetitive motions: Frequent use of keyboard and mouse. 
• Lifting: Light, less than 10 pounds.  

Mesa Labs is an Equal Employment Opportunity Employer. 

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law.  Please note that Mesa Labs conducts criminal background checks upon offer acceptance.