{"id":4035859,"url":"https://alion.io/job/mesa-labs-customer-support-representative-ii","title":"Customer Support Representative II","company":{"id":2800669,"name":"Mesa Labs","domain":"mesalabs.com","url":"https://alion.io/company/mesalabs","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":19,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T16:35:09Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T15:31:51Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nAt Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package.\nBase Compensation Range: $19.95/hour to $25.00/hour \nThis position is eligible for an annual 10% bonus opportunity in addition to the base salary \nOutstanding Benefits and Perks:\nWe are proud to offer a variety of benefits that meet the diverse needs of our employees:\nEligible for benefits the first day of the month after you start\nTiered Medical, Dental and Vision Insurance options\nHealth savings (HSA), healthcare & dependent care flexible spending (FSA) accounts\nCompany paid short term and long-term disability (unless covered by a state disability plan)\nCompany paid life insurance and AD&D\n3 weeks of accrued vacation time; accruals begin on Day 1\nPaid sick leave of 48 hours per calendar year\nEligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws\n401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1\nEmployee Wellness and Financial Assistance Resources through Cigna and NY Life\nNine (9) paid company holidays per year\nOvertime opportunities\nSDC: Sterilization and Disinfection Control division manufactures and sells biological and chemical indicators that assess the effectiveness of sterilization and disinfection processes for pharmaceutical, healthcare, and dental industries.\nJob Summary\nThe Customer Support Representative II is an intermediate-level position responsible for efficiently processing customer orders, ensuring accuracy, and addressing more complex order-related issues. This role involves handling orders from various sources, collaborating with internal teams to resolve problems, and providing high-quality service to customers. The Customer Support Representative II is expected to work with greater autonomy compared to the Level I role, handle escalated issues, and offer support to junior team members. This position plays a crucial role in maintaining the efficiency and accuracy of the order management process, contributing to high customer satisfaction and operational effectiveness.\nDuties/Responsibilities\nOrder Processing and Management:\nAccurately enter, review, and process customer orders from multiple channels (e.g., phone, email, web orders, and sales reps), ensuring that all order details, including quantities, products, and delivery instructions, are correct.\nVerify pricing, discounts, product availability, and customer account details, ensuring all necessary data is accurate before processing.\nManage and prioritize orders according to customer urgency, order complexity, and service level agreements (SLAs).\nProcess returns, exchanges, and backorders, ensuring proper documentation and handling according to company policies.\nIssue Resolution and Escalation:\nHandle more complex order-related issues such as pricing discrepancies, order modifications, customer complaints, and shipping delays.\nProactively resolve customer concerns related to orders, product availability, and delivery timelines.\nEscalate unresolved or highly complex issues to senior managers or specialized teams, ensuring proper follow-up and resolution.\nIdentify and troubleshoot recurring issues or patterns that may require process improvements, communicating insights to the relevant departments.\nCollaboration with Internal Teams:\nWork closely with the warehouse, inventory, shipping, and logistics teams to ensure timely and accurate order fulfillment.\nCollaborate with the finance and billing teams to resolve any discrepancies related to invoicing, payments, or credit.\nAssist the sales and customer service teams with special requests, rush orders, or customer inquiries, providing product and order-related information as needed.\nCoordinate with the quality assurance and product teams to address product issues or returns efficiently.\nCustomer Communication:\nProvide proactive communication to customers regarding the status of their orders, including shipping confirmations, backorders, and delays.\nRespond to customer inquiries regarding order status, product availability, delivery timelines, and other order-related concerns via phone, email, or chat.\nCommunicate order updates, delivery schedules, or any required changes to customers, ensuring a clear understanding of the order status.\nDocumentation and Reporting:\nMaintain accurate records of orders, customer interactions, and issue resolutions within the order management system.\nPrepare and process order-related documentation, including invoices, packing slips, and shipping labels.\nGenerate and review reports on order status, returns, and other key performance metrics to identify trends and inform decision-making.\nAssist in the preparation of customer feedback reports and share insights with the team for continuous improvement.\nTraining and Mentorship:\nProvide guidance and mentorship to junior Order Processing Representatives, assisting with training and onboarding new team members.\nShare best practices and process improvements to help maintain high standards of order accuracy and customer service within the team.\nAct as a subject matter expert on order processing procedures, assisting colleagues with troubleshooting and resolving complex issues.\nProcess Improvement:\nIdentify inefficiencies in order processing workflows and suggest process enhancemen\nExperience/Education\nHigh school diploma or equivalent.\nMinimum of 1 - 2 years of experience in order processing, customer service, or a related administrative role, with a proven track record of handling complex orders and issues.\nKnowledge and Skillsets Required\nStrong attention to detail and accuracy when processing orders and verifying order information.\nExcellent written and verbal communication skills for interacting with customers and internal teams.\nAbility to handle complex customer issues, troubleshoot problems, and provide effective solutions.\nStrong organizational skills, with the ability to manage multiple tasks and priorities efficiently.\nAbility to work independently and collaboratively in a fast-paced environment.\nPreferred Qualifications:\nExperience with ERP systems and order management software.\nKnowledge of logistics, shipping, and inventory management systems.\nPrevious experience in a customer service or order management environment with exposure to resolving escalated issues.\nPhysical Demands\nSitting: Often for extended periods at desks or meetings.\nStanding or walking: Occasionally for meetings or office tasks.\nUsing computers: Typing, data entry and using office equipment.\nHandling Documents: Sorting, filing, and moving paper files.\nTelephone Use: Holding a phone or headset for extended periods of time. \nRepetitive motions: Frequent use of keyboard and mouse. \nLifting: Light, less than 10 pounds. \nMesa Labs is an Equal Employment Opportunity Employer.\nMesa 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. 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