Job Description
Job Description
Customer Service Representative — IN-CAL Calibration Laboratory
IN-CAL is an ISO/IEC 17025 accredited calibration laboratory in Hudson, NH. We're looking for a Customer Service Representative to serve as the primary point of contact between our clients and our technical team — managing the full service lifecycle from initial intake and contract review through work order execution and final delivery. This role sits at the center of our operation. If something touches a customer, it touches this position.
This person is often the first and most consistent point of contact our customers have with IN-CAL. How they communicate — and how they represent the lab — shapes the customer relationship as much as the technical work does.
This is a documentation-heavy, detail-oriented role in a regulated environment. It's a good fit for someone who's organized, communicates clearly, and takes ownership of their work without needing close supervision.
Responsibilities
- Serve as the primary contact for incoming customer requests — phone, email, and walk-in — and route them accurately to the appropriate technical or administrative resource
- Conduct contract reviews for incoming calibration work: confirm scope, document customer requirements, and identify anything that can't be performed as requested
- Build and manage work orders, estimates, purchase orders, and packing lists in our LIMS (Indysoft)
- Maintain complete, accurate records of customer communications, service agreements, and contract review documentation per our QMS procedures
- Track active jobs and proactively communicate status, delays, and completions to customers
- Support the handling and documentation of customer complaints and nonconformances in accordance with our quality procedures
- Relay customer feedback to the appropriate internal team — quality, technical, or management — and follow through to closure
- Assist with receiving shipments, preparing outbound packages, and coordinating local pickups and deliveries as needed
What We're Looking For
- Professionalism and communication quality that reflect well on the lab — you're frequently the customer's primary point of contact
- Strong organizational skills and attention to detail — this job runs on accurate documentation
- Clear, professional written and verbal communication
- Ability to manage multiple open work orders and customer interactions simultaneously without dropping the ball
- Comfortable working in a process-driven environment with defined procedures
- Experience with CRM or LIMS platforms (HubSpot, Indysoft, or similar) is a plus
- Familiarity with ISO/IEC 17025 or prior experience in a calibration, testing, or regulated technical environment is a plus — but not required; we'll train the right person
What to Expect
This is a full-time, in-office position at our Hudson, NH facility, Monday through Friday, 9:00 AM – 5:00 PM. The environment is a working calibration lab — professional, structured, and compliance-oriented. You'll interact with customers ranging from small manufacturers to defense contractors, and your work directly supports our accreditation and our reputation.
Company DescriptionIN-CAL is an ISO/IEC 17025 accredited commercial calibration laboratory located in southern NH. Our team provides calibration, repair and a wide range of support services to medical and commercial industries, manufacturers as well as federal related agencies. Our team focus is providing excellence in customer service, technical expertise and quick-turn. IN-CAL is a proud Equal Opportunity Employer.
Company Description
IN-CAL is an ISO/IEC 17025 accredited commercial calibration laboratory located in southern NH. Our team provides calibration, repair and a wide range of support services to medical and commercial industries, manufacturers as well as federal related agencies. Our team focus is providing excellence in customer service, technical expertise and quick-turn. IN-CAL is a proud Equal Opportunity Employer.