Technical Customer Experience Specialist

Technical Customer Experience Specialist Location: St. Cloud, MN Supporting customers at the intersection of science, quality, and service At Microbiologics, we support the accuracy and reliability of diagnostic testing worldwide. Our customers rely on us not only for high-quality products, but for trusted technical guidance, responsive service, and dependable execution. As our global customer base grows, were expanding our Customer Experience team and looking for a Technical Customer Experience Specialist to help deliver exceptional support across scientific, operational, and quality-driven interactions. This role blends scientific knowledge, technical problem-solving, and customer experience. Its ideal for someone who enjoys translating complex information into clear guidance, collaborating across teams, and ensuring customers feel supported at every stage of their journey. Why This Role Matters This role is central to how customers experience Microbiologics. As a Technical Customer Experience Specialist, you will: Serve as a trusted technical and operational partner to customersSupport product questions, investigations, and quality-related activities in a regulated environmentEnsure accurate order processing, documentation, and follow-throughAct as a connector between customers and internal scientific, quality, and operational teams Your work directly impacts customer trust, product quality, and long-term relationships. What Youll Do Customer & Technical Support Respond promptly and professionally to domestic and international customer inquiries via phone and emailProvide technical guidance on Microbiologics products using product inserts, technical literature, and regulatory standards (e.g., CLSI, USP, AOAC, ISO)Document, track, and support customer complaints and product investigations, including laboratory testing when required Order Management & Operational Support Process and support customer orders across multiple channels (email, website, ERP, EDI), including availability checks, invoicing, credits, and billing resolutionMaintain accurate records of customer interactions, feedback, and transactions Quality & Compliance Collaboration Support quality-related activities including product quarantine, halt disposition, and recall coordinationAssist with compliance and regulatory tasks such as export documentation and user acceptance testing (UAT) for system updates Cross-Functional Partnership Work closely with Technical Support, Quality, Operations, Finance, IT, and Marketing to resolve issues and improve customer outcomesContribute to training, knowledge sharing, and continuous improvement initiatives Who Thrives Here This role is a strong fit for someone who: Enjoys working at the intersection of science and customer serviceIs comfortable explaining technical information to diverse audiencesValues accuracy, documentation, and complianceRemains calm, professional, and solution-oriented when handling complex or time-sensitive issuesTakes ownership, manages multiple priorities, and follows through Education & Experience Bachelors degree in a life science field (biology, microbiology, molecular biology, food science, bioengineering, or related discipline)At least one year of customer service, order management, or administrative experience; experience in biotech, healthcare, or another regulated industry preferredPractical microbiology or molecular laboratory experience preferredFamiliarity with ERP or CRM systems (NetSuite, Salesforce, or similar) strongly desiredProficiency with Microsoft Word, Excel, and OutlookAdditional language proficiency is a strong plus for supporting international customers Why Microbiologics At Microbiologics, youll find: A mission-driven organization where your work truly matters A collaborative culture that values curiosity, partnership, and continuous improvement Opportunities to lead meaningful, enterprise-level initiatives Exposure to a broad and evolving technology landscape Leaders who value thoughtful analysis, strong relationships, and doing the right thing Whats in It for You We believe people are our biggest asset - and we invest accordingly. Our benefits include: Competitive Pay: The pay for this position is between $24.20 and $29.05 per hour Actual salary will depend on experience and internal equity Health and dental insurance Health Savings Account (HSA) with company contribution Life and disability insurance 401(k) with generous company match Daycare assistance and tuition reimbursement Bonus potential and competitive compensation Ongoing training and professional development Youll join a collaborative, high-trust environment that encourages innovation, learning, and meaningful impact. #LI-SW1