Customer Service Associate

Job Summary:

MiDOG Animal Diagnostics is looking for a positive and solutions-oriented individual to join the customer service team! The individual will support customers world-wide with order and product related inquiries, manage incoming orders, and collaborate with teams from other departments to fulfill customer requests.

As a customer service associate, you will also be involved with identifying customer needs to ensure a positive customer experience and continuous process improvements within the department.

Your efforts will guarantee the delivery of top-notch results for customers passionate about infectious disease testing for all animals.

Join us in making a meaningful impact!

Essential Duties and Responsibilities

• Receive and accurately process orders placed via email, fax, and phone using Oracle NetSuite
• Provide phone and email support to customers on order and product-related inquiries in a friendly, professional manner
• Resolve and follow-up on order-related discrepancies
• Coordinate returns, replacements, refunds, and credit memos.
• Provide customer insight, feedback, and participate as a consultant to the internal team for customer experience improvements
• Cultivate good relationships with key accounts
• Maintain accurate records of customer communications, order changes, and internal notes
• Collaborate with internal teams to fulfill customer requests

Additional Responsibilities

• Advise customers on lead times, current promotions, and company policies
• Provide feedback on workflows and processes to identify and optimize areas of improvement

Education and Experience:

• A high school diploma, general education degree, or equivalent
• Experience in customer service principles and practices
• Proficiency in Microsoft Office (Outlook, Word, and Excel)
• Strong interpersonal and communication skills, both verbal and written
• Ability to work independently, multi-task, and adapt to evolving customer service processes.
• Demonstrated attention to detail in administrative, order-processing, data-entry, or customer operations work
• Experience with ERP/CRM systems preferred; NetSuite experience strongly preferred

About Us:

Founded in 2019, MiDOG is a veterinary diagnostics company and a subsidiary of Zymo Research dedicated to advancing infectious disease diagnostics through Next-Generation Sequencing (NGS). Our innovative All-in-One Test provides veterinarians with rapid, comprehensive pathogen identification and antimicrobial resistance insights to support more informed treatment decisions. At MiDOG, we're passionate about improving animal health through scientific innovation, exceptional customer service, and strong partnerships with the veterinary community.

Compensation:

The estimated base compensation range for this position is $22 to $24 per hour at the time of posting. Actual compensation details will be provided in writing at the time of offer, if applicable, and is based on several factors we believe fairly and accurately impact compensation, including geographic location, experience, knowledge, skills, abilities, and other job permitted factors.

Equal Employment Opportunity Employer:

MiDOG Animal Diagnostics welcomes candidates of all backgrounds. These include sex, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, gender, gender identity, gender expression, physical & mental disability, medical condition, genetic information, military and veteran status, or any other protected status as defined by federal, state, or local law.

Location:

Onsite – MiDOG/Pangea Lab - 14762 Bentley Circle, Tustin, CA

Disclaimer: At MiDOG, we take the integrity of our hiring process seriously. Please be aware of fraudulent recruitment activities that may use our name to deceive job seekers. We will never ask for payment, sensitive personal information, or financial details during the recruitment process.

All legitimate communications will come from an official MiDOG/Zymo or TriNet Hiring email address. If you are contacted by anyone claiming to represent us using a free email service (e.g., Gmail, Yahoo, Hotmail) or asking for payment, please treat this as fraudulent and report it immediately to [email protected]