Mesa Laboratories, Inc. · 20 hours ago
Customer Support Representative III
United States
Full-time
Remote
Entry, Mid Level
$21.51/hr - $26.92/hr
2+ years expMesa Laboratories, Inc. is dedicated to enabling scientific breakthroughs and improving quality of life. They are seeking a Customer Support Representative III to manage complex customer orders, ensure accurate processing, and enhance customer satisfaction through effective problem resolution and collaboration with internal teams.
Manufacturing
Responsibilities
Oversee the processing of all types of customer orders, including high-priority or complex orders (e.g., large orders, international orders, or customized product requests)
Ensure that all orders are entered accurately into the order management system (OMS), confirming product availability, customer details, and shipping instructions
Resolve any discrepancies in orders related to product codes, pricing, shipping addresses, and quantities prior to order processing
Ensure compliance with company policies, legal requirements, and customer specifications during the order fulfillment process
Monitor and expedite high-value or time-sensitive orders to ensure timely and accurate delivery
Act as the primary point of contact for escalated customer issues or complex order-related problems, providing timely and efficient resolution
Troubleshoot and resolve issues related to pricing discrepancies, special customer requests, shipping delays, and inventory problems
Work with the inventory, warehouse, and logistics teams to address fulfillment issues or backorders that may delay shipments
Address and resolve customer complaints or concerns, ensuring a positive experience while maintaining professional standards
Collaborate with the finance team to manage credit, billing, and payment discrepancies that may affect the order fulfillment process
Collaborate with internal teams such as Sales, Marketing, Finance, Shipping, Inventory, and Customer Service to ensure seamless order fulfillment and address issues as they arise
Ensure that customer expectations are met by working closely with the logistics team to monitor shipping timelines and provide customers with accurate updates
Assist the Sales team with special customer requests, including customized or bulk orders, ensuring all requirements are accurately captured in the order system
Provide guidance and training to junior and intermediate-level order processing representatives, helping them navigate complex order issues and improve order entry accuracy
Share best practices and process improvements with the team to enhance efficiency, reduce errors, and maintain high service standards
Assist with the onboarding and development of new team members, ensuring they are familiar with order processing procedures, systems, and customer service expectations
Lead team training initiatives, covering updates to the order management system, new product offerings, or revised internal processes
Maintain thorough and accurate records of all processed orders, including special requests, returns, and cancellations, in the order management system
Generate detailed order status reports, identifying trends, bottlenecks, and potential process improvements
Review order reports regularly to ensure compliance with company policies and service level agreements (SLAs)
Assist with preparing end-of-month or quarterly reports for management on order fulfillment performance, customer satisfaction, and any order-related challenges or resolutions
Lead or participate in initiatives aimed at improving order processing efficiency, such as system upgrades, automation, or workflow improvements
Work with the IT team to provide feedback on the order management system’s functionality and suggest enhancements or improvements
Suggest process optimizations to reduce lead times, improve order accuracy, and streamline communication between departments
Participate in company-wide projects to optimize the customer experience and improve internal operational processes
Ensure that all order processing activities comply with industry regulations, company policies, and customer-specific requirements
Perform regular audits of processed orders to ensure compliance with quality standards, providing recommendations for improvement when necessary
Monitor and enforce adherence to service level agreements (SLAs) to ensure timely and accurate processing of customer orders
Qualification
Required
High school diploma or equivalent
Minimum of 2 - 4 years of experience in order processing, customer service, or a related administrative role, with a proven track record of handling complex orders and issues
Extensive experience with order management systems (OMS), CRM software, and ERP tools (e.g., SAP, Oracle)
Exceptional attention to detail and accuracy in order processing and data management
Advanced problem-solving skills, with the ability to resolve complex issues quickly and efficiently
Strong organizational skills, able to manage multiple tasks and high-priority orders simultaneously
Excellent communication skills, both written and verbal, to communicate effectively with customers, management, and cross-functional teams
Ability to manage sensitive customer situations with tact, professionalism, and empathy
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
Company
Mesa Laboratories, Inc.
Mesa Labs helps you monitor and maintain higher standards in any environment – from the air we breathe to the critical moments of life-saving care.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2014-04-21Acquired
Leadership Team
Glenn Adriance
VP and Chief Sales & Marketing Officer
Kellie H. Kvan, JD, SPHR, SHRM-SCP
Division Human Resources Business Partner Leader
Recent News
2026-02-03
MarketScreener
2025-10-03
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