Nutrition Laboratory - Technical Communications Specialist

Job Description

The Technical Service Representative plays a key role in the external Customer Service department, providing expert technical support to customers and serving as a central liaison between customers and internal teams such as Sales, Sample Handling, Quality, Lab Analysts, and Scientists. This position focuses on delivering customer excellence by managing expectations, responding to technical inquiries, supporting large key accounts, and contributing to digital, marketing, and continuous improvement projects.

Responsibilities

• Respond to customer inquiries via phone and email within a 24-business-hour period, including questions about service capabilities, result status, and result interpretation.
• Handle customer complaints and escalations, and facilitate timely, effective resolution.
• Address all portal and order-related questions, concerns, and troubleshooting needs.
• Demonstrate empathy and provide support when customers experience turndowns, such as sample matrix issues or changes to expectations.
• Generate quotes for testing based on customer requirements.
• Create mock Nutrition Facts Panels using Genesis software.
• Submit requests for reruns and additional testing through the LIMS system.
• Arrange and host conference calls with customers when needed to clarify services, results, or next steps.
• Build new customer profiles in LIMS and update existing customer records to ensure accurate information.
• Monitor the Customer Service Dashboard in LIMS, including analyst notes and other relevant updates.
• Enter action items in LIMS for changes to testing and rerun requests to ensure proper tracking.
• Ensure customers receive their test results as quickly as possible and proactively follow up on outstanding items.
• Send preliminary reports to customers when appropriate and requested.
• Contact approvers to expedite final report approvals when needed.
• Pull and provide historical data to customers upon request.
• Log all customer communications in Salesforce to maintain accurate account and interaction records.

Essential Skills

• Minimum of 1 year of experience in retail, customer service, and/or account management in any field.
• Bachelor's degree required; a science-related field is preferred but non-science degrees are also considered.
• Strong customer service orientation with proven experience in a customer-facing role.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications.
• Ability to manage time effectively and prioritize multiple tasks.
• Strong interpersonal skills and the ability to build and maintain client relationships and rapport.
• Business management skills with the ability to understand customer needs and align services accordingly.
• Ability to influence stakeholders and drive resolutions in a matrix organization.
• Demonstrated team player with a collaborative mindset.

Additional Skills & Qualifications

• Exposure to LIMS (Laboratory Information Management System) is preferred.
• Knowledge of laboratory operations and technical support in a lab environment is beneficial.
• Experience or familiarity with food testing, food production, manufacturing, GMP, food safety, or plant operations is a plus.
• Previous analytical laboratory experience is an advantage.

This role follows a Monday through Friday schedule, totaling 37.5 hours per week, with customer service coverage typically between 8:00 a.m. and 4:30 p.m. The position begins with an in-office training period during the first month, working five days per week on-site. After training, a hybrid work schedule is available, generally involving three to four days per week in the office, with specific days determined collaboratively based on business needs and employee preferences. The work environment is professional and collaborative, with close interaction among Customer Service, Sales, Quality, Sample Handling, Lab Analysts, and Scientists. Employees use tools such as LIMS, Salesforce, Microsoft Office, and Genesis software to manage customer information, testing requests, and reporting. The organization offers significant opportunities for growth and development within a large, established headquarters environment.

Job Type & Location

This is a Contract to Hire position based out of Minneapolis, MN.

Pay and Benefits

The pay range for this position is $25.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Minneapolis,MN.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.