Job Description
Title: Customer Service Representative
Location: Golden Valley, MN | Hybrid after training
Job Type: Contract (6 months)
Compensation: $20.00 - $25.00 per hour
Industry: Food & Beverage Manufacturing
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About the Role
Our client, a long-established provider of analytical, chemistry, microbiology, sensory, and shelf-life testing services to the food industry, is seeking a Technical Customer Service Representative to support its fast-paced, small business division. This organization has served leading food companies for decades and is recognized for its accuracy, quick turnaround, and high-quality service. This role supports external customer interactions, ensures an excellent client experience, and works closely with internal teams including Sales, Sample Handling, Quality, Lab Analysts, and Scientists.
Job Description
In this role, you will deliver customer excellence by managing expectations, responding to technical inquiries, and serving as a liaison between customers and internal teams. You will support large accounts, help resolve issues, and assist with digital, marketing, and continuous improvement initiatives. Responsibilities include:
Customer Service
- 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.
Account Management
- 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.
Qualifications
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
Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary: https://www.dahlconsulting.com/benefits-w2fta/.
How to Apply
Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with next steps!
Equal Opportunity Statement
As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!