Customer Service Technician I - Kingsburg

DFA of California•Kingsburg, CA

10d•Onsite

About The Position

The Customer Service Technician serves as the primary point of contact for customers, helping resolve issues, answer questions, and ensure a positive experience with Safe Food Alliance. This role involves a mix of customer interaction, administrative tasks, and supporting laboratory operations.

Requirements

A minimum of 2 years’ experience in a customer service or administrative role.
High school diploma or GED.
Proficient in MS Office (Word, Excel, and Outlook).
Strong communication and interpersonal skills.
Detail-oriented with strong administrative skills.
Active listening and problem-solving abilities.
Patience and empathy when dealing with customers.
Knowledge of basic sanitation techniques; good laboratory practices.
Confidence to communicate effectively in a team setting including managers, supervisors, and technicians.
Knowledge of ISO 17025 Quality procedures related to their primary job/area of responsibility.

Nice To Haves

AA degree in Business Administration, Marketing, Biology, or Chemistry.
Proficient in basic understanding of the tests performed.

Responsibilities

Greet visitors, ascertain nature of business, and escort visitors to appropriate personnel.
Maintain accurate customer records and update account information in LIMS.
Escalate complex issues to supervisors when necessary.
Follow up with customers to ensure satisfaction.
Handle complaints calmly and work toward resolution.
Answer telephone and provide information to callers and/or route calls to appropriate personnel.
Maintain customer satisfaction and appropriate confidentiality.
Receive and secure incoming laboratory samples that are mailed, collected through courier services, and customer drop-off.
Subsample and distribute samples to appropriate departments.
Coordinate and communicate all customer courier stops and pick-ups.
Receive and track all sample surveys.
Maintain contact with customers and work with the laboratory team for any customer communication.
Communicate with Pesticide, Microbiology, and Chemistry staff on samples that require Rush Testing.
Create FEDEX labels, request pickups, send samples and supplies via FEDEX when needed.
Create customers and usernames in LIMS.
Perform extensive database entry and support laboratory operations by performing administrative and clerical duties, including customer certificates.
File and keep documents organized.
Communicate with the Quality Assurance Department concerning any safety, quality, or technical problems, confirming the Management System is implemented and followed.
Perform 100% proof checks on daily paperwork for ISO compliance.
Assist in problem-solving using Corrective Action and Preventative Action Procedures.
Assist in other assigned duties as needed.