{"id":3782722,"url":"https://alion.io/job/biotage-senior-customer-service-representative","title":"Senior Customer Service Representative","company":{"id":691946,"name":"Biotage","domain":"biotage.com","url":"https://alion.io/company/biotage","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-04T20:52:56Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T13:49:59Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"From drug discovery and development to analytical testing, Biotage supports the work that drives progress in life science and improves human health. With expertise in separation and purification technologies and versatile, intelligent workflow solutions, we help optimize processes for more than 5,000 customers worldwide.\nOur mission is clear: to empower scientists to simplify and accelerate discovery and development. \nThis position is office-hybrid based 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. \nBiotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match and more!\nRole Description\nThe Senior Customer Service Representative supports the complete customer order and account-administration lifecycle, from receipt of a customer request through order entry, fulfillment, delivery, invoicing, return, credit, 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 (ERP business system), Salesforce (CRM business system), shared mailboxes, customer portals, and related systems.\nIn addition to the responsibilities of a Customer Service Representative, a Senior 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. The role ensures these activities are complete, accurate, properly approved, routed to the correct internal owner, and followed through to closure. This role escalates material financial, legal, contractual, compliance, or policy exceptions to the appropriate manager or functional owner.\nTasks and Responsibilities\nPerform all core Customer Service Representative duties, including customer communication, sales order processing, quote-to-order conversion, order acknowledgement, order status follow-up, account maintenance, sample and replacement orders, credits, returns, and transaction closure.?\n\nProvide customers with prompt, accurate, and professional service through phone and email interactions, including proactive communication regarding order status, backorders, shipment, delivery, invoicing, credits, returns, and unresolved requirements.\n\nValidate order information before entry or release, including bill-to and ship-to details, pricing, discounts, payment terms, tax information, freight terms, required documentation, delivery instructions, item availability, and applicable project codes.\n\nMonitor open, blocked, aging, delayed, or incomplete orders and coordinate the required customer or internal action to move each transaction to completion.\n\nServe as the first point of support for routine Customer Service questions and smaller operational issues. Research the transaction, resolve the issue within established authority, document the resolution, and escalate when the matter involves significant financial exposure, policy deviation, legal or contractual terms, or unresolved cross-functional ownership.\n\nProvide day-to-day functional guidance to Customer Service Representatives by helping prioritize work, clarifying procedures, supporting coverage needs, and reinforcing ownership of assigned transactions.\n\nSupport onboarding, cross-training, and continued development of Customer Service Representatives by sharing process knowledge, demonstrating system workflows, reviewing work for accuracy, and identifying areas requiring additional training or documentation.\n\nMaintain visibility to 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.\n\nCreate, maintain, and reinforce standard work, desk procedures, templates, checklists, and escalation paths for Customer Service activities.\n\nProfessionally represent Biotage in all customer and internal communications and perform additional tasks assigned by management to support departmental and organizational goals.\n\nOwn and coordinate completion of customer forms, account setup packages, supplier or new-vendor forms, vendor portal registrations, and related customer onboarding requirements.\n\nReview forms for completeness and accuracy, coordinate required information with Sales, Finance, Tax, Legal, Quality, Service, Logistics, or other internal functions, obtain authorized signatures or approvals, and ensure completed documentation is returned to the customer or submitted through the required portal.\n\nCoordinate requests for Certificates of Insurance (COIs), including gathering the customer’s insurance requirements, submitting complete information to the authorized internal or external owner, reviewing the returned certificate for alignment with the request, delivering it to the customer, and retaining appropriate documentation.\n\nOwn Customer Service administration of RMAs. Confirm required approvals and supporting information, provide accurate return instructions, validate shipping responsibility and return destination, coordinate with Technical Support, Service, Quality, Logistics, or Warehouse as needed, and track the return through receipt and final disposition.\n\nCoordinate customer credits and credit corrections by validating the reason, original transaction, quantities, pricing, tax, freight, return status, and required approvals before submission or processing.\n\nMonitor open credit requests through completion, resolve routine discrepancies, keep the customer and internal stakeholders informed, and confirm that the final credit was issued accurately and applied to the correct account or transaction.\n\nConduct periodic reviews of open RMAs, credits, vendor forms, and COI requests to identify aging items, missing documentation, incorrect ownership, or recurring process failures.\n\nPartner 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 assigned actions reach closure.\n\nRole Specific Skills and Behaviors:\nExceptional attention to detail and commitment to accurate, complete, and timely transaction processing.\n\nStrong customer-service judgment with the ability to balance urgency, policy, financial impact, and customer experience.\n\nAbility to lead through expertise, credibility, clear expectations, coaching, and consistent follow-through while remaining actively engaged in daily work.\n\nStrong organizational, multitasking, and prioritization skills in a high-volume environment with competing deadlines.\n\nProfessional verbal and written communication skills with customers, coworkers, leadership, and cross-functional partners.\n\nAbility to troubleshoot and investigate routine issues using system data, transaction history, process documentation, and sound root-cause analysis.\n\nAbility 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.\n\nAdvanced computer proficiency, particularly in Microsoft Outlook, Excel, Teams, and Word. Experience with Dynamics 365, Salesforce, ServiceMax, CRM, ERP, customer portals, or similar systems is strongly preferred.\n\nAbility to protect confidential customer and company information and consistently apply documented approvals, controls, and record-retention requirements.\n\nEducation and Experience\nAssociate or bachelor’s degree in business administration, Supply Chain, Operations, Finance, or a related field preferred; an equivalent combination of education and relevant experience may be considered.\n\nFour or more years of progressive customer service, order management, sales support, commercial operations, or related experience.\n\nPrior experience as a senior representative, trainer, process owner, or informal operational leader strongly preferred.\n\nExperience processing complex orders and supporting customer-account setup, RMAs, credits, vendor forms, customer portals, or COI requests is preferred.\n\nExperience in a technical, life sciences, manufacturing, distribution, regulated, or service-oriented environment is beneficial.\n\nPhysical Demands\nLIGHT - Exert up to 20 lbs. of force occasionally, up to 10 lbs. frequently, and a negligible amount of force constantly to move objects.\n\nAbility to safely work around and handle hazardous materials.\n\nExtended computer and telephone use is required.\n\nTravel Required\nNo travel is normally required for daily operations.\n\nPotential travel may be required for annual meetings, training, or other business needs.\n\nTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions","description_format":"text","description_chars":9314,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Drug Discovery","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-11-05T01:37:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":132500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":57,"reasons":["conf:3","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/biotage-senior-customer-service-representative","json_url":"https://alion.io/job/biotage-senior-customer-service-representative.json","meta":{"generated_at":"2026-11-09T21:30:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9989,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":691946},"rest":"https://alion.io/mcp/rest/get_company?id=691946"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbiotage-senior-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbiotage-senior-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbiotage-senior-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/biotage-senior-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbiotage-senior-customer-service-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3782722}},{"tool":"search_jobs","arguments":{"company":"biotage.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3782722},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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