Customer Service Representative II

TriLink Biotechnologies is seeking a #MiracleMaker to join our commercial team as Customer Service Representative II. In this role, you will be responsible for managing both custom and catalog orders, ensuring a seamless experience for our customers. Success in this position requires a strong understanding of custom order processes, product specifications, and effective cross-functional collaboration.

If you are looking to make an impact and grow your career in a dynamic and supportive environment, we’d love to hear from you!

Your next role as a Miracle Maker

• Serve as a primary point of contact for customers, managing custom orders alongside catalog orders via phone, email, and other communication channels.
• Review and process customer orders, including custom requests, ensuring accuracy in pricing, product details, and documentation.
• Coordinate with internal teams such as Sales, Planning, Manufacturing, and Quality to fulfill internal and external requests.
• Interpret customer requirements, statements of work (SOWs), and contracts to ensure proper order setup and fulfillment.
• Track and proactively manage order timelines, milestones, and deliverables, escalating potential delays or challenges as needed.
• Investigate and resolve order discrepancies, billing issues, and fulfillment concerns in collaboration with internal stakeholders.
• Support training and mentorship of CSR I team members, sharing knowledge on custom order processes and system navigation.
• Maintain compliance with company policies, GMP guidelines (as applicable), and industry best practices for documentation and customer interactions.
• Provide technical product information and guidance to customers, escalating more complex inquiries when necessary.
• Participate in continuous improvement projects, offering insights to enhance efficiency and customer satisfaction.
• Perform other duties and responsibilities as assigned.

How you will make an impact:

• Associate’s or bachelor’s degree in business, life sciences, or a related field preferred.
• At least 1 year of customer service experience, preferably in a manufacturing, biotech, or life sciences environment.
• Familiarity with custom order management, contract interpretation, and regulatory compliance.
• Experience with ERP and CRM systems (e.g., NetSuite, Salesforce) required.
• Strong analytical skills with attention to detail and accuracy.
• Ability to prioritize multiple tasks while maintaining excellent customer service.
• Effective verbal and written communication skills for both customer and internal interactions.
• Problem-solving mindset with a proactive approach to addressing customer needs.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and order processing software.

The anticipated salary range for this position is $24 - $26 per hour.  In addition, highly competitive long-term incentives in the form of company equity, bonus participation and company sponsored benefits are provided as part of the total compensation package.  The salary offer will depend on multiple factors which may include the successful candidate's skills, experience and other qualifications, as well as the location of the role. 

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