Joulé · 2 days ago
Technical Customer Service Representative
Minneapolis, MN
Contract
Onsite
Entry Level
1+ years expJoulé is a company seeking a Technical Customer Service Representative to serve as the primary technical point of contact for customers. The role involves responding to inquiries, resolving issues, and coordinating with internal teams to support customer satisfaction and manage orders and escalations.
Responsibilities
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
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
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
Qualification
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
Health and welfare benefits coverage options
Medical
Dental
Vision
Spending accounts
Life insurance
Voluntary plans
Participation in a 401(k) plan
Company
Joulé
At Joulé, we believe our world is filled with possibilities – where character, integrity, and commitment drive our purpose.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase