Lab Testing Customer Service Representative

Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise – So The World Can Trust In What It Consumes™. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries. Our Brands Certified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries: Certified Laboratories – Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries. Food Safety Net Services (FSNS) – A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry. Labstat – A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology. EAS Consulting Group – A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors. FSNS Certification & Audit – Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs. Job Summary This individual will uphold our purpose – so the world can trust in what it consumes by fostering a culture aligned to our mission and values: Purpose: So the world can trust in what it consumes. Mission: Partner with customers to deliver innovative scientific solutions and expertise. Values : start with the customer, commit to safety and quality, drive to deliver, act with integrity and support the team. The Customer Service Representative 2 handles more complex customer inquiries, provides proactive support, and contributes to process improvements. This role involves deeper product knowledge, ownership of case resolution, and participation in team training and service optimization. This role is responsible for all complex client services to support the field sales team and lab, sample submissions, and related duties. This role focuses on communication, problem-solving, and delivering excellent service across various channels such as phone, email, Microsoft Teams, or in-person. Essential Responsibilities Oversee Client Master File Maintenance to include customer profile updates. Works directly with clients, technical teams, and sales to ensure timely and efficient customer service. Answering daily incoming phone calls and customer requests ensuring customer satisfaction is achieved. Provide proactive service to customers, technical teams, and sales regarding requests to communicate relevant information and updates about their testing in a…