Senior Customer Service Representative

Biotage•Charlotte, NC

5d•Hybrid

About The Position

The Senior Customer Service Representative supports the full customer order and account-administration lifecycle, from customer request through order entry, fulfillment, delivery, invoicing, returns, credits, or final resolution. The role remains actively involved in daily transaction processing and customer communications while helping resolve routine issues, reinforce standard work, and maintain accurate records across Dynamics 365, Salesforce, shared mailboxes, customer portals, and related systems. In addition to core Customer Service Representative duties, the Senior Representative has primary operational ownership for customer forms and account setup, new-vendor forms and portal registrations, Certificates of Insurance (COIs), RMAs, credits, and related documentation. The role ensures requests are complete, accurate, properly approved, routed to the appropriate internal owner, and followed through to closure. Material financial, legal, contractual, compliance, or policy exceptions are escalated to the appropriate manager or functional owner. The position is office-hybrid based in Charlotte, North Carolina. The normal expectation is at least three days per week in the Charlotte office, with remote work permitted up to two days per week, subject to business needs and company policy. No travel is normally required for daily operations, though potential travel may be needed for annual meetings, training, or other business needs. The role involves light physical demands, extended computer and telephone use, and the ability to safely work around and handle hazardous materials.

Requirements

Four or more years of progressive experience in customer service, order management, sales support, commercial operations, or a related area.
Exceptional attention to detail and commitment to accurate, complete, and timely transaction processing.
Strong customer-service judgment and ability to balance urgency, policy, financial impact, and customer experience.
Ability to lead through expertise, credibility, clear expectations, coaching, and consistent follow-through while remaining engaged in daily work.
Strong organizational, multitasking, and prioritization skills in a high-volume environment with competing deadlines.
Professional verbal and written communication skills with customers, coworkers, leadership, and cross-functional partners.
Ability to troubleshoot routine issues using system data, transaction history, process documentation, and root-cause analysis.
Ability to read, interpret, complete, and coordinate business documents such as purchase orders, tax forms, vendor setup forms, portal requirements, COIs, return documentation, credit requests, invoices, and account records.
Advanced computer proficiency, particularly in Microsoft Outlook, Excel, Teams, and Word.
Ability to protect confidential customer and company information and consistently apply documented approvals, controls, and record-retention requirements.
Ability to safely work around and handle hazardous materials.
Associate or bachelor's degree in business administration, Supply Chain, Operations, Finance, or a related field preferred; equivalent education and relevant experience may be considered.

Nice To Haves

Experience with Dynamics 365, Salesforce, ServiceMax, CRM, ERP, customer portals, or similar systems.
Prior experience as a senior representative, trainer, process owner, or informal operational leader.
Experience processing complex orders and supporting customer-account setup, RMAs, credits, vendor forms, customer portals, or COI requests.
Experience in a technical, life sciences, manufacturing, distribution, regulated, or service-oriented environment.

Responsibilities

Perform core customer service duties, including customer communications, sales order processing, quote-to-order conversion, order acknowledgements, order-status follow-up, account maintenance, sample and replacement orders, credits, returns, and transaction closure.
Provide prompt, accurate, professional service by phone and email, including proactive updates about order status, backorders, shipments, delivery, invoicing, credits, returns, and unresolved requirements.
Validate order details before entry or release, including billing and shipping details, pricing, discounts, payment and freight terms, tax information, required documentation, delivery instructions, item availability, and applicable project codes.
Monitor open, blocked, aging, delayed, or incomplete orders and coordinate customer or internal actions needed to complete transactions.
Serve as the first point of support for routine Customer Service questions and smaller operational issues; research, resolve within established authority, document resolutions, and escalate exceptions as appropriate.
Provide day-to-day functional guidance to Customer Service Representatives by helping prioritize work, clarify procedures, support coverage, and reinforce ownership of assigned transactions.
Support onboarding, cross-training, and continued development by sharing process knowledge, demonstrating system workflows, reviewing work for accuracy, and identifying training or documentation needs.
Monitor team workload, shared-mailbox activity, urgent requests, backlog, aging items, open RMAs, outstanding credits, vendor setup requests, and unresolved customer commitments; communicate material risks and support needs to the manager.
Create, maintain, and reinforce standard work, desk procedures, templates, checklists, and escalation paths for Customer Service activities.
Own and coordinate customer forms, account setup packages, supplier or new-vendor forms, vendor portal registrations, and related onboarding requirements; coordinate information, approvals, signatures, submission, and return of completed documentation.
Coordinate COI requests by gathering customer requirements, submitting complete information to the authorized owner, reviewing the returned certificate, delivering it to the customer, and retaining appropriate documentation.
Own Customer Service administration of RMAs, including confirming approvals and supporting information, providing return instructions, validating shipping responsibility and destination, coordinating with internal teams, and tracking returns through final disposition.
Coordinate customer credits and credit corrections by validating the reason, original transaction, quantities, pricing, tax, freight, return status, and required approvals; monitor requests through completion and confirm credits are accurate and applied correctly.
Periodically review open RMAs, credits, vendor forms, and COI requests to identify aging items, missing documentation, incorrect ownership, or recurring process failures.
Partner with Sales, Finance, Credit and Collections, Tax, Legal, Quality, Warehouse, Logistics, Service, Technical Support, and other stakeholders to ensure requests are complete, handoffs are clear, and actions reach closure.
Represent Biotage professionally in customer and internal communications and perform additional tasks assigned by management.