Customer Support Representative IV

Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

Benefits include:

• 3 Weeks of Paid Time Off
• Eligible for benefits the first day of the month after you start
• Medical, dental and vision insurance
• Company paid life insurance, short term and long term disability
• Healthcare and dependent care flexible spending accounts
• Four (4) weeks paid Care Giver leave
• 401K with a 4% match on day 1
• 9 paid company holidays per year

Key Job Responsibilities:

• Respond to routine and some non-routine, more complex internal and external customer inquiries and problems via email and telephone.
• Place orders, track shipments, and ensure orders are shipped on-time. Follow-up with customers as needed to get clarification on orders.
• Work collaboratively with the Product Support team to ensure that all incoming customer/sales requests are reviewed and resolved or passed to the appropriate group.
• Resolve intermediate to difficult problems, while collaborating with more senior level employees on more complex problems.
• Respond to sales and/or service inquiries, forward to technical support, as appropriate.
• Follow up on sales quotes and customer Return Merchandise Authorization’s (RMA).
• Manage, maintain, and update customer accounts.
• Resolve customer complaints – escalate to Supervisor or additional departments when appropriate.
• Set-up new customers and coordinate with accounting department for credit terms and credit limits.
• Work with sales to ensure customer contracts are updated and stored on the correct customer record in Mesa databases.
• Assist in training new Customer Service Representatives.
• Assist in sales training.
• Assist warehouse in issuing returns.
• Assist accounting with collection efforts, credits, and revenue recognition procedures.
• Assist sales and production to resolve customer issues.
• Assist Manager in generating various reports.
• Actively participate in CS Daily Management Activities.
• Assume leadership role in transitions and acquisitions.
• Communicate and coordinate with internal departments when needed.
• Exhibit excellent documentation practices.
• Model personal Lean Philosophy 5S behaviors in creating a continuously improving, clean, well-organized, and self-maintaining work environment. Work closely with team members and others to motivate and improve 5S knowledge and implementation.
• Follow a continuous improvement approach for team accountability for achieving high performance SQDC (Safety, Quality, Delivery, & Cost) targets through a visual work environment.
• Comply with company ethics, code of conduct, policies, and best practices, with a commitment to safety in the workplace, valuing of diversity, and promotion of a harassment-free environment.
• Perform other duties as assigned by management.

Qualifications/Education:

• Associate degree in technical services, customer service or a related field preferred
• Four to Six years’ experience in a manufacturing or customer service field
• Any equivalent combination of education and experience, educational background and/or relevant experience in life sciences / medical devices preferred

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law.