Technical Customer Service Representative

Title : Technical Customer Service Representative

Location : Golden Valley, MN | Hybrid

Job Type : Contract (6 months)

Compensation : $21.00 - $25.00 per hour (W2)

Industry: Food & Beverage Manufacturing

About The Role Our firm is recruiting on behalf of a leading global food and consumer products organization with a strong reputation for innovation, quality, and scientific excellence. This opportunity is within a specialized laboratory services division that provides food testing, ingredient analysis, nutrition labeling support, and technical consulting services to customers across the food and consumer packaged goods industry.

We are seeking a Technical Customer Service Representative who is passionate about delivering exceptional customer experiences while serving as a key liaison between customers and internal technical teams. This role combines customer support, account management, and technical service coordination, making it ideal for candidates who enjoy relationship building, problem solving, and working in a science-driven environment.

Job Description As a Technical Customer Service Representative, you will be responsible for supporting customers throughout the testing lifecycle, ensuring timely communication, issue resolution, and an exceptional customer experience. You will work closely with sales, laboratory operations, sample management, quality teams, analysts, and scientists to coordinate customer requests and support business objectives.

Key Responsibilities Customer Service & Technical Support

• Respond to customer inquiries via phone and email within established service-level expectations.
• Provide information regarding testing capabilities, project status, analytical results, and result interpretation.
• Serve as the primary point of contact for customer questions, concerns, and escalations.
• Manage customer complaints and facilitate timely resolution with internal stakeholders.
• Troubleshoot portal access, order management, and service-related issues.
• Demonstrate empathy and professionalism when communicating testing limitations, sample concerns, or project updates.
• Generate customer quotes for laboratory testing services.
• Create mock Nutrition Facts Panels using specialized nutrition analysis software.
• Submit requests for retests, reruns, or additional analyses through laboratory information management systems (LIMS).
• Coordinate customer meetings and conference calls as needed.
• Create and maintain customer records within internal systems.
• Monitor customer service dashboards and analyst communications to ensure timely follow-up.
• Track and document testing changes, action items, and customer requests.
• Facilitate delivery of preliminary and final reports to customers.
• Retrieve and provide historical testing data upon request.
• Maintain accurate documentation of customer interactions within CRM systems.
• Support customer data review and quality initiatives.
• Provide regular updates on submission trends, customer inquiries, and service metrics.

Account Management

• Manage ongoing customer communications to ensure satisfaction and successful service delivery.
• Support strategic customer accounts and specialty projects.
• Develop a strong understanding of the organization's laboratory services and technical capabilities.
• Partner closely with sales and cross-functional teams to support customer reviews, business initiatives, and growth opportunities.
• Build and maintain strong customer relationships through consistent communication and proactive support.
• Assist with continuous improvement, digital transformation, and marketing-related initiatives as needed.

Qualifications Required

• Bachelor's degree required; science-related disciplines preferred, though candidates from other fields will be considered.
• Minimum of 1 year of experience in customer service, retail, account management, client support, or a related customer-facing role.
• Strong written and verbal communication skills.
• Excellent interpersonal and relationship-building abilities.
• Proficiency with Microsoft Office applications.
• Strong organizational, time management, and prioritization skills.
• Ability to manage multiple projects and competing priorities in a fast-paced environment.
• Demonstrated problem-solving skills and customer-focused mindset.
• Ability to work effectively within cross-functional and matrixed organizations.
• Strong collaboration and teamwork skills.

Preferred

• Experience working in a laboratory, scientific, food testing, quality assurance, or technical services environment.
• Knowledge of laboratory processes and analytical testing services.
• Experience using Laboratory Information Management Systems (LIMS).
• Experience with CRM platforms such as Salesforce.
• Exposure to nutrition labeling, food science, or related technical disciplines.
• Account management or customer success experience supporting business clients.
• Previous experience managing escalated customer issues and technical inquiries.
• Demonstrated ability to influence stakeholders and build rapport with customers and internal teams.

Benefits Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary: https://www.dahlconsulting.com/benefits-w2fta/.

How To Apply Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with next steps!

Equal Opportunity Statement As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!

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