Customer Support Representative Ii

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 Salary Range: $47,840 - $58,240

The total compensation opportunity includes the hourly rate plus a 10% annual bonus opportunity.

Benefits include:

• Three (3) weeks’ vacation time
• 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
• Overtime opportunities

In this role you will be working on products to improve quality of life for patients, workers, and consumers worldwide. Our products and services directly impact the critical environments that advance medical breakthroughs, keep industry moving, and ensure the safety of products we use every day.  Your work can have a direct impact on your life and the lives of those you love. The Customer Support Representative II that supports our Calibration Solutions business has responsibility for providing excellent service to Mesa’s internal and external customers by consistently and accurately meeting or exceeding their expectations and needs.  The CSR II processes orders, handles and directs internal and external customer communication and coordinates with various departments to respond to inquiries.  The CSR II is responsible for building and maintaining business relationships with customers by providing prompt and accurate service to promote customer confidence and loyalty. They have a working understanding of complete process flow from quote through customer invoicing.  They serve as consistent model of excellence for customer communication/advocacy; trains/mentors their peers proactively to increase the customer-centric approach of the entire team.

Key Job Responsibilities:

• 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.
• Able to coach/train their peers on core regulatory knowledge
• Rolls out knowledge updates to team and maintains required standard of knowledge in the team
• Serves as consistent model of excellence for customer communication and advocacy.
• Trains and mentors peers proactively to increase the customer-centric approach of the entire team.
• Able to recognize and demonstrate how the collective team balances customer demands.
• Builds team relationships to solve capacity constraints.
• Demonstrates working knowledge of Daily Management and Problem Solving fundamentals and able to apply skills to specific problems.
• Answer customer calls and email inquiries, professionally, promptly, and efficiently.
• Process incoming orders – web, telephone, email, etc.
• 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.
• Communicate and coordinate with internal departments when needed.
• Perform other duties as assigned by management.

Qualifications/Education:

• High school education
• Associate Degree in technical services, customer service or a related field preferred
• Five plus years’ experience in a manufacturing or customer service field
• Any equivalent combination of education and experience

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.