Customer Service Representative

Join our team at the TechLab site, part of the SSI Diagnostica Group, as a Customer Service Representative and help shape the future of healthcare technology. This is an opportunity to contribute to meaningful innovations in a collaborative environment focused on improving patient outcomes.

About Us

We are a global company specializing in the design, development, and manufacture of IVD medical device kits. Our mission is to improve patient outcomes and transform healthcare delivery through technology and a commitment to quality. Our portfolio includes solutions for infectious disease, respiratory conditions, and blood-borne illnesses. We foster a culture of collaboration, continuous learning, and professional growth.

The Opportunity

As a Customer Service Representative, you’ll be the primary point of contact for customers across TECHLAB and other SSI Diagnostica Group companies. You’ll ensure that every interaction is handled with professionalism, clarity, and efficiency—whether processing orders or resolving inquiries. This is a hands-on role where your attention to detail and communication skills will make a real impact. You’ll report to the Customer Service Team Supervisor.

Key Responsibilities

• Process, allocate, and deliver US orders; manage requests from customers and distribution partners.
• Ensure timely processing and follow-up for all orders (e.g., tracking numbers).
• Process, allocate, and deliver international orders, including coordination with distributors, freight forwarders, and external agencies.
• Secure required documentation for international shipments (e.g., invoices, COA, packing lists, tracking numbers).
• Respond to customer inquiries via phone and email, escalating priority issues as needed.
• Identify customer needs and provide solutions or alternatives in collaboration with internal teams.
• Resolve account collection issues and update customer databases.
• Follow documented workflows to enhance customer experience and build sustainable relationships.
• Review, update, and create procedures as necessary.
• Act as a customer advocate across departments.

Qualifications and Experience

• Associate degree or equivalent experience.
• Highschool Diploma/GED and 3+ years in customer service.

Preferred Qualifications

• Experience with Salesforce.com and/or Sage X3.
• Strong communication skills; foreign language proficiency is a plus.
• High attention to detail and ability to handle confidential information.
• Flexible and adaptable to changing schedules.

Location and Work Policy

This role is fully remote. Travel may be required at times depending on project needs.

We are an equal opportunity employer and value diversity. We do not discriminate based on sex, race, color, religion, national origin, gender identity or expression, sexual orientation, age, disability, pregnancy, status as a veteran or any other class protected by law.