Customer Support Representative III

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.

At Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package.

Base Compensation Range: $21.51/ hour – $26.92/ hour

This position is eligible for an annual 10% bonus opportunity in addition to the base salary.

• 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

This is a remote position with the preferred location being Lakewood, Colorado.

This position supports Mesa's Calibration Solutions business. Our Calibration Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

The Customer Support Representative III is an advanced-level position managing complex and high-priority customer orders, overseeing the order processing workflow, and ensuring that all orders are processed accurately and efficiently. Serves as a key point of contact for escalated order-related issues and works closely with various internal departments to resolve problems and enhance customer satisfaction. Responsible for ensuring that the order management process operates smoothly, mentoring junior team members, and providing leadership in order management procedures.

• 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…