Technical Service Representative

Pay: $24-$25 per hour, based on experience

Schedule: Monday-Friday – 8am-4:30pm

Work Model: Hybrid (3 Days Onsite / 2 Days Remote After Training)

Training Requirement: First month is fully onsite; hybrid flexibility available after successful completion of training.

About the Role

Beacon Hill’s client, a long-standing leader in food industry testing services, is seeking a Technical Service Representative to support its External Customer Service team. This position plays a vital role in connecting customers with internal laboratory and operational teams, ensuring clients receive accurate information, timely updates, and an exceptional service experience throughout the testing process.

This is an excellent opportunity for someone who enjoys client interaction, problem-solving, and working cross-functionally in a collaborative, fast-paced environment.

Responsibilities

• Serve as a primary point of contact for customers by providing information on testing offerings, project timelines, and completed results through phone and email communication.
• Build trust with clients by proactively addressing concerns, handling service-related challenges, and guiding issues through resolution.
• Maintain strong relationships with assigned customers by delivering consistent follow-up and responsiveness throughout the testing lifecycle.
• Develop pricing proposals for testing requests and prepare preliminary Nutrition Facts Panels utilizing Genesis software.
• Facilitate additional testing requests, sample retests, and project modifications while keeping customers informed of progress and outcomes.
• Monitor and update customer information within company systems to ensure accurate records and efficient tracking of submissions.
• Enter and maintain detailed customer activity within Salesforce while assisting with service-level reporting and trend analysis.
• Collaborate with laboratory personnel, scientists, quality teams, sales partners, and sample management staff to ensure projects are completed successfully.
• Contribute to customer retention and growth initiatives by assisting with account reviews, client meetings, and strategic service discussions.
• Participate in process enhancement efforts and provide support for marketing, digital transformation, and customer experience improvement projects.