Customer Service Rep

Certified Group is committed to delivering expert solutions and quality testing that our customers can feel confident in - on time, every time - so the world can trust what it consumes. As a leading North American provider of laboratory testing, regulatory consulting, and certification & audit services, we include Food Safety Net Services (FSNS), FSNS Certification & Audit, Certified Laboratories, EAS Consulting Group, and Labstat International Inc.

We provide analytical testing and regulatory guidance services in the food & beverage, dietary supplements & NHP, cosmetics, OTC, personal care, tobacco, nicotine, cannabis, and hemp industries.

We have embarked on an important journey to unify and strengthen our culture by living these core values:
Start with the Customer, Drive to Deliver, Commit to Safety and Quality, and Believe in the Team - including believing in you.

We are currently looking for a Customer Service Representative to join our team!

The Customer Service Representative 1 will provide front‑line support to customers by answering inquiries, resolving issues, and ensuring a positive customer experience. The role focuses on communication, problem‑solving, and delivering excellent service across phone, email, Microsoft Teams, or in‑person channels. It supports the field sales team and laboratory through client requests, sample submissions, and related duties. The position routes client requests to the appropriate subject matter expert while managing follow‑up to ensure timely responses.

• Oversee Client Master File Maintenance including customer profile updates.

• Works directly with clients, technical teams, and sales to ensure timely and efficient customer service.
• Answers daily incoming phone calls and customer requests ensuring customer satisfaction is achieved.
• Provides proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a timely and professional manner.
• Forwards technical issues to the appropriate team and follows up with lab managers on delayed due dates.
• Provides pricing and testing information to customers when necessary.
• Keeps a pulse on client interactions and proactively communicates by escalating issues to the appropriate team members and follows up to ensure a timely closure of each case.
• Documents customer interactions and requests in Salesforce to enter customer correspondence and obtain client identifiers for use in LIMS contracts.
• Collaborates with management and sales on current and new business, client relations, communications, and literature dispersal.
• Awareness of processes, procedures, and techniques in accordance with the Quality Manual, Chemical Hygiene Plan, Safety Manual, and approved laboratory procedures as they relate to the administrative functions of the laboratory.
• Performs other duties as needed.

• High school diploma or equivalent; some college preferred.
• Bachelor's degree or applied experience in business or science. Studies in marketing, communications, microbiology, chemistry, food, pharmacology, or cosmetic sciences are a plus.
• 1‑2 years of experience in customer relations/service.
• Strong communication and active listening skills.
• Knowledge of microbiology and chemistry terminology is desired.
• MS Office and typing proficiency; experience in Salesforce is a plus.
• Strong customer service mindset with the ability to work in a fast‑paced environment.
• Flexibility with schedule as workload may vary week to week.
• Ability to work constructively with others in a traditional office environment.
• Comfort with prolonged sitting and viewing of computer screens.
• Works effectively under stress with interruptions and deadlines.
• Experience using CRM or support tools (e.g., Zendesk, Salesforce Service Cloud).

• This position requires the ability to stand and remain on your feet for approximately 80% of the work shift while performing routine laboratory tasks.
• This position involves frequent movement within the laboratory, handling samples and equipment, and maintaining productivity in a fast‑paced environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and handle other communications/computer components.
• Potential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens.
• Noise level varies from quiet to loud.
• Temperature varies from hot to cold.
• Interactive and fast‑paced team oriented tasks.
• Occasionally lift and/or move up to 25 pounds.
• Color vision and depth perception.

• Progressive 401k Retirement Savings Plan
• Employer Paid Short‑Term and Long‑Term Disability, and Life Insurance
• Group Medical
• Tuition Reimbursement
• Flexible Spending Accounts
• Dental
• Paid Holidays and Time Off
• Many positions which qualify for the company bonus program

Monday – Friday, day shift. Hours will vary depending on lab needs.