Dahl Consulting · 1 day ago
Technical Customer Service Representative
Golden Valley, MN
Contract
Hybrid
Entry Level
$20/hr - $25/hr
1+ years expDahl Consulting is a long-established provider of analytical testing services to the food industry, and they are seeking a Technical Customer Service Representative to support their small business division. This role involves managing customer inquiries, ensuring excellent client experiences, and collaborating with internal teams to resolve issues and support account management initiatives.
ConsultingHuman ResourcesInformation Technology
Responsibilities
Respond to customer inquiries via phone or email within 24 business hours, including questions on service capabilities, result status, and interpretation
Manage customer complaints, escalations, and resolution processes
Handle all portal and order-related questions and troubleshooting
Provide empathy and clear communication during customer turndowns (e.g., sample matrix issues or expectation updates)
Generate testing quotes and produce Mock Nutrition Facts Panels using Genesis software
Submit rerun and additional testing requests through LIMS
Schedule customer conference calls as needed
Build new customer profiles and update existing accounts in LIMS
Monitor the Customer Service Dashboard in LIMS, including analyst notes and action items
Ensure timely delivery of results and send preliminary reports when required
Coordinate with approvers to finalize reports
Pull historical data upon request and document all communication in Salesforce
Assist with customer information review in Echo as time allows
Report weekly updates on submission trends and communication metrics
Manage ongoing client communications to drive satisfaction and address service-related issues that require escalation
Own large or specialty projects for assigned accounts
Develop a strong understanding of the organization’s testing capabilities and apply that expertise to customer needs
Collaborate closely with Sales to support QBRs and sales initiatives within assigned accounts
Qualification
Required
1+ year of experience in retail, customer service, or account management in any industry; laboratory or science exposure is a plus
Bachelor's degree (science-related preferred, but all fields accepted)
Proficiency in Microsoft Office
Strong time-management and prioritization abilities
Excellent interpersonal, communication, and business management skills
Ability to influence and navigate within a matrixed environment
Strong team orientation
Preferred
Previous analytical laboratory experience
Exposure to LIMS systems
Knowledge of current trends and techniques in the laboratory or food testing industry
Demonstrated ability to build strong client relationships and maintain rapport
Benefits
Comprehensive benefits package
Company
Dahl Consulting
Dahl Consulting is a staffing and recruiting company that offers talent management solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Valerie Doherty
CEO
Company data provided by crunchbase