Senior Customer Service Representative

Biotage•Charlotte, NC

6d•Hybrid

About The Position

The Senior Customer Service Representative supports the complete 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 communication while helping the team resolve routine issues, follow standard work, and maintain accurate records in Dynamics 365, Salesforce, shared mailboxes, customer portals, and related systems. In addition to core Customer Service Representative duties, this role has primary operational ownership for customer forms and setup activities, new-vendor forms and portal registrations, Certificates of Insurance (COIs), RMAs, credits, and related documentation. It ensures activities are complete, accurate, appropriately approved, routed to the correct 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 in Charlotte, NC. 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 travel may be required for annual meetings, training, or other business needs.

Requirements

Four or more years of progressive customer service, order management, sales support, commercial operations, or related experience.
Exceptional attention to detail and commitment to accurate, complete, and timely transaction processing.
Strong customer-service judgment, balancing urgency, policy, financial impact, and customer experience.
Ability to lead through expertise, credibility, clear expectations, coaching, and 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 and investigate routine issues using system data, transaction history, process documentation, and root-cause analysis.
Ability to read, interpret, complete, and coordinate business documents, including 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 information and consistently apply documented approvals, controls, and record-retention requirements.

Nice To Haves

Associate or bachelor’s degree in business administration, Supply Chain, Operations, Finance, or a related field; equivalent education and relevant experience may be considered.
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.
Experience with Dynamics 365, Salesforce, ServiceMax, CRM, ERP, customer portals, or similar systems.

Responsibilities

Perform core customer service duties, including customer communication, 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, and professional service by phone and email, including proactive updates about order status, backorders, shipment, delivery, invoicing, credits, returns, and unresolved requirements.
Validate order information 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; investigate, resolve within established authority, document resolutions, and escalate matters outside that authority.
Provide day-to-day functional guidance to Customer Service Representatives, including prioritizing work, clarifying procedures, supporting coverage, and reinforcing transaction ownership.
Support onboarding, cross-training, and continued development of Customer Service Representatives by sharing process knowledge, demonstrating system workflows, reviewing work for accuracy, and identifying training or documentation needs.
Maintain visibility into 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, and submission or 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 documentation.
Own Customer Service administration of RMAs, confirming approvals and supporting information, providing return instructions, validating shipping responsibility and destination, coordinating with relevant teams, and tracking returns through receipt and disposition.
Coordinate customer credits and credit corrections by validating the reason, original transaction, quantities, pricing, tax, freight, return status, and required approvals before submission or processing.
Monitor credit requests through completion, resolve routine discrepancies, keep customers and internal stakeholders informed, and confirm credits are accurately issued and applied.
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 management-assigned tasks supporting departmental and organizational goals.
Safeguard confidential customer and company information and apply documented approvals, controls, and record-retention requirements.