Customer Support Representative III

Are you looking for an opportunity to make a difference? At Mesa Labs we’re passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

At Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package.

Base Compensation Range: $21.51/ hour – $26.92/ hour
This position is eligible for an annual 10% bonus opportunity in addition to the base salary

Outstanding Benefits and Perks:
We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• Eligible for benefits the first day of the month after you start
• Tiered Medical, Dental and Vision Insurance options
• Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
• Company paid short term and long-term disability (unless covered by a state disability plan)
• Company paid life insurance and AD&D

• 3 weeks of accrued vacation time; accruals begin on Day 1

• Paid sick leave of 48 hours per calendar year
• Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
• 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life
• Nine (9) paid company holidays per year
• Overtime opportunities

This is a remote position with the preferred location being Lakewood, Colorado.  

This position supports Mesa's Calibration Solutions business.  Our Calibration Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

Job Summary

The Customer Support Representative III is an advanced-level position managing complex and high-priority customer orders, overseeing the order processing workflow, and ensuring that all orders are processed accurately and efficiently. Serves as a key point of contact for escalated order-related issues and works closely with various internal departments to resolve problems and enhance customer satisfaction. Responsible for ensuring that the order management process operates smoothly, mentoring junior team members, and providing leadership in order management procedures.

Duties/Responsibilities

Order Processing and Management:

• Oversee the processing of all types of customer orders, including high-priority or complex orders (e.g., large orders, international orders, or customized product requests).

• Ensure that all orders are entered accurately into the order management system (OMS), confirming product availability, customer details, and shipping instructions.

• Resolve any discrepancies in orders related to product codes, pricing, shipping addresses, and quantities prior to order processing.

• Ensure compliance with company policies, legal requirements, and customer specifications during the order fulfillment process.

• Monitor and expedite high-value or time-sensitive orders to ensure timely and accurate delivery.

Escalation and Problem Resolution:

• Act as the primary point of contact for escalated customer issues or complex order-related problems, providing timely and efficient resolution.

• Troubleshoot and resolve issues related to pricing discrepancies, special customer requests, shipping delays, and inventory problems.

• Work with the inventory, warehouse, and logistics teams to address fulfillment issues or backorders that may delay shipments.

• Address and resolve customer complaints or concerns, ensuring a positive experience while maintaining professional standards.

• Collaborate with the finance team to manage credit, billing, and payment discrepancies that may affect the order fulfillment process.

Cross-Department Collaboration:

• Collaborate with internal teams such as Sales, Marketing, Finance, Shipping, Inventory, and Customer Service to ensure seamless order fulfillment and address issues as they arise.

• Ensure that customer expectations are met by working closely with the logistics team to monitor shipping timelines and provide customers with accurate updates.

• Assist the Sales team with special customer requests, including customized or bulk orders, ensuring all requirements are accurately captured in the order system.

Mentorship and Training:

• Provide guidance and training to junior and intermediate-level order processing representatives, helping them navigate complex order issues and improve order entry accuracy.

• Share best practices and process improvements with the team to enhance efficiency, reduce errors, and maintain high service standards.

• Assist with the onboarding and development of new team members, ensuring they are familiar with order processing procedures, systems, and customer service expectations.

• Lead team training initiatives, covering updates to the order management system, new product offerings, or revised internal processes.

Order Documentation and Reporting:

• Maintain thorough and accurate records of all processed orders, including special requests, returns, and cancellations, in the order management system.

• Generate detailed order status reports, identifying trends, bottlenecks, and potential process improvements.

• Review order reports regularly to ensure compliance with company policies and service level agreements (SLAs).

• Assist with preparing end-of-month or quarterly reports for management on order fulfillment performance, customer satisfaction, and any order-related challenges or resolutions.

Continuous Improvement and Process Optimization:

• Lead or participate in initiatives aimed at improving order processing efficiency, such as system upgrades, automation, or workflow improvements.

• Work with the IT team to provide feedback on the order management system’s functionality and suggest enhancements or improvements.

• Suggest process optimizations to reduce lead times, improve order accuracy, and streamline communication between departments.

• Participate in company-wide projects to optimize the customer experience and improve internal operational processes.

Compliance and Quality Assurance:

• Ensure that all order processing activities comply with industry regulations, company policies, and customer-specific requirements.

• Perform regular audits of processed orders to ensure compliance with quality standards, providing recommendations for improvement when necessary.

• Monitor and enforce adherence to service level agreements (SLAs) to ensure timely and accurate processing of customer orders.

Education/Experience: 

• High school diploma or equivalent.

• Minimum of 2 - 4 years of experience in order processing, customer service, or a related administrative role, with a proven track record of handling complex orders and issues.

Knowledge & Skillsets Required:

• Extensive experience with order management systems (OMS), CRM software, and ERP tools (e.g., SAP, Oracle).

• Exceptional attention to detail and accuracy in order processing and data management.

• Advanced problem-solving skills, with the ability to resolve complex issues quickly and efficiently.

• Strong organizational skills, able to manage multiple tasks and high-priority orders simultaneously.

• Excellent communication skills, both written and verbal, to communicate effectively with customers, management, and cross-functional teams.

• Ability to manage sensitive customer situations with tact, professionalism, and empathy.

Physical Demands: 

• Sitting: Often for extended periods at desks or meetings.

• Standing or walking: Occasionally for meetings or office tasks.

• Using computers: Typing, data entry and using office equipment.

• Handling Documents: Sorting, filing, and moving paper files.

• Telephone Use: Holding a phone or headset for extended periods of time. 

• Repetitive motions: Frequent use of keyboard and mouse. 

• Lifting: Light, less than 10 pounds.  

Environmental Conditions: 

• Workspace: Climate control (air conditioning or heating) to ensure comfort. 

• Lighting: Adjustable lighting to reduce eye strain. 

• Noise Levels: The noise level is moderate, with occasional interruptions from phone calls and conversations. Use non-canceling headphones if necessary. 

• Ergonomics: Workstations with desk and adjustable chairs to support good postures. 

• Ventilation: Good ventilation to ensure a comfortable working environment, though this can vary depending on the building.

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law.  Please note that Mesa Labs conducts criminal background checks upon offer acceptance.