Customer Support Representative II

Mesa Laboratories, Inc.•,

20h•$20 - $25

About The Position

The Customer Support Representative II is an intermediate-level position in Mesa Labs’ Sterilization and Disinfection Control (SDC) division. The role efficiently processes customer orders, ensures accuracy, and addresses complex order-related issues. It handles orders from multiple sources, collaborates with internal teams to resolve problems, and provides high-quality customer service. Compared with the Level I role, this position works with greater autonomy, handles escalated issues, and supports junior team members. It contributes to an efficient and accurate order management process, customer satisfaction, and operational effectiveness. SDC manufactures and sells biological and chemical indicators used to assess the effectiveness of sterilization and disinfection processes in pharmaceutical, healthcare, and dental industries. The position includes order processing and management, customer communication, issue resolution, coordination with internal teams, documentation and reporting, mentoring junior team members, and identifying workflow improvements.

Requirements

High school diploma or equivalent.
Minimum of 1–2 years of experience in order processing, customer service, or a related administrative role, with a proven track record of handling complex orders and issues.
Strong attention to detail and accuracy in processing orders and verifying order information.
Excellent written and verbal communication skills for interacting with customers and internal teams.
Ability to handle complex customer issues, troubleshoot problems, and provide effective solutions.
Strong organizational skills and ability to manage multiple tasks and priorities efficiently.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

Experience with ERP systems and order management software.
Knowledge of logistics, shipping, and inventory management systems.
Previous experience in customer service or order management with exposure to resolving escalated issues.

Responsibilities

Accurately enter, review, and process customer orders received by phone, email, web, or sales representatives, verifying order details and delivery instructions.
Verify pricing, discounts, product availability, and customer account details before processing orders.
Prioritize orders according to urgency, complexity, and service level agreements.
Process returns, exchanges, and backorders according to company policies and documentation requirements.
Resolve complex order issues, including pricing discrepancies, modifications, complaints, and shipping delays.
Address customer concerns about orders, product availability, and delivery timelines; escalate unresolved or highly complex issues and follow through to resolution.
Identify recurring issues and communicate potential process improvements to relevant departments.
Coordinate with warehouse, inventory, shipping, logistics, finance, billing, sales, customer service, quality assurance, and product teams to support accurate fulfillment and resolve order-related issues.
Proactively communicate order status, shipping confirmations, backorders, delays, delivery schedules, and changes to customers by phone, email, or chat.
Maintain accurate records of orders, customer interactions, and issue resolutions in the order management system.
Prepare and process order documentation, including invoices, packing slips, and shipping labels.
Generate and review reports on order status, returns, and performance metrics; assist with customer feedback reports and share insights for continuous improvement.
Guide and mentor junior Order Processing Representatives, assist with training and onboarding, and share best practices.
Serve as a subject matter expert on order processing procedures and help colleagues troubleshoot complex issues.
Identify inefficiencies in order processing workflows and suggest process enhancements.

Benefits

Competitive wages and an annual 10% bonus opportunity.
Benefits eligibility begins on the first day of the month after starting.
Tiered medical, dental, and vision insurance options.
Health savings account (HSA) and healthcare and dependent care flexible spending accounts (FSA).
Company-paid short-term and long-term disability, unless covered by a state disability plan.
Company-paid life insurance and AD&D.
Three weeks of accrued vacation time, with accruals beginning on Day 1.
48 hours of paid sick leave per calendar year.
Eligible employees may receive four weeks of paid caregiver leave after one year of service or as required by state leave laws.
401(k) plan with a 4% Safe Harbor company match on a 4% employee contribution, beginning on Day 1.
Employee wellness and financial assistance resources through Cigna and NY Life.
Nine paid company holidays per year.
Overtime opportunities.