Customer Service Representative

Customer Service Representative

This position is located close to airport on the west side of Indianapolis and requires to be in the office 5 days/week.

The SureTech Labs Customer Service Representative role exists to provide excellent service to customers both internal and external.

The position will help build a sustainable service organization that ensures SureTech's service support and customer experience meets or exceeds marketplace standard.

About Us:Join our dynamic team at Land O' Lakes, where innovation meets customer excellence! We are seeking a passionate and dedicated Customer Support Specialist to be the frontline hero for our laboratory customers.

If you thrive in a fast-paced team environment and are excited about making a real impact, this is the perfect opportunity for you!

Key Responsibilities:

Customer Support (~70%)


* Frontline Service:Be the first point of contact for both internal and external laboratory customers, managing their experience from start to finish.


* Cross-Functional Collaboration:Work closely with our lab team and the Land O' Lakes team to ensure timely and efficient customer service.

Answer calls and emails, resolving customer issues.

Proactively monitor sample progress through the lab using lab software and inform customers as needed on delays or other lab-related issues.


* Account Management: Work proactively as a part of a customer support team to understand customers needs and offers strategies and solutions to support their business goals.



* Data Management:Provide routine data queries and trends for management and customers.

Maintain price lists, documents, and sample submission forms.

Support customer account record management and provide solutions to customer problems.

Assist with invoice and billing management, credit card payments, and cash customers.



* Courier Coordination:Collaborate with courier partners to ensure smooth and cost-effective operation for sample delivery.


* Inventory Management:Manage inventory of customer sampling supplies at the lab and with warehouse partners, ensuring cost-effective solutions.

Improve Customer Experience (~15%)


* Initiative Support:Implement customer-focused initiatives to enhance the overall customer experience.


* Process Improvement:Participate in and support SureTech strategies and other customer operations process improvement initiatives.

Identify and track customer pain points, providing valuable insights to management.

Recommend solutions to bridge gaps between desired and actual customer experiences by defining, tracking, and analyzing customer metrics

Sample Login Support (~10%)


* Team Collaboration:Work closely with the sample receiving team to address questions related to sample submission and reach out to customers as needed.

Assist with data entry in the login area seasonally as needed.

Reception and Building Support (~5%)


* Front Desk Management:Manage the front desk and reception area,...