Job Title: Technical Customer Representative (LIMS)
Location: Hybrid - Golden Valley, MN
Duration: Contract - 6 months
Pay Range: $21/hr $24/hr (W2)
Job ID: 406954
Must skills: LIMS and Salesforce
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Technical Customer Service Representative to join our dynamic team supporting. The ideal candidate will have strong experience in customer service, laboratory operations, and Microsoft Office and a proven ability to manage client communications, resolve issues, and coordinate across sales, quality, and laboratory teams.
Responsibilities:
- Respond to customer inquiries via phone and email within 24 business hours, including service capabilities, results status, and results interpretation.
- Handle customer complaints and escalations and facilitate resolution with internal teams.
- Support portal and order questions and perform troubleshooting with customers.
- Demonstrate empathy and support during turndowns due to sample matrix or changes to expectations.
- Generate testing quotes and create mock Nutrition Facts Panels using Genesis software.
- Submit rerun and additional testing requests and enter action items in LIMS.
- Set up and coordinate customer conference calls as needed.
- Build new customer profiles and update existing records in LIMS and monitor the Customer Service Dashboard.
- Ensure timely delivery of results and send preliminary reports when needed; coordinate approvals for final reports.
- Pull historical data upon request and log all communications in Salesforce.
- Provide weekly updates on submission trends and phone/email metrics.
- Manage client communications to ensure satisfaction and resolve service-related escalations.
- Own large and specialty projects for assigned accounts and collaborate with Sales on QBRs and initiatives.
Required Skills & Qualifications:
- Proficiency in Microsoft Office and customer relationship tools such as Salesforce.
- Strong customer service, communication, and issue resolution skills.
- Ability to manage time, prioritize tasks, and collaborate in a matrix organization.
- Bachelor's degree required; science-related field preferred.
- Minimum 1 year of experience in retail, customer service, or account management; laboratory experience a plus.
Preferred Skills:
- Experience with Laboratory Information Management Systems (LIMS).
- Familiarity with analytical lab workflows, Genesis software, and quality processes.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits
- Opportunities for growth with global clients
- A supportive, inclusive culture that values innovation and people
- Exposure to cutting-edge technologies and projects
Role Details
Schedule: Monday to Friday, 37.5 hours per week, coverage window 8:00 a.m. to 4:30 p.m.
Hybrid schedule available after training.
Month 1: 5 days in office. Month 2: 3-4 days in office.
Month 3+: 3 days in office, 2 days remote.
Flexibility on days will be discussed based on business and employee needs.
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
If this sounds like the right opportunity for you, please apply with your most recent resume.