Customer Experience Representative

About Certified Group

Certified Group delivers laboratory testing, regulatory consulting, and certification & audit services across the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.

About the role

The Customer Experience Representative is the primary interface between clients and the laboratory for daily phone interactions and routine client requests, supporting the field sales team, lab, and sample submissions.

What you'll do

• Works directly with clients, technical teams, and sales to ensure the optimum customer experience
• Provides proactive customer service via phone, email, and video chat
• Monitors testing report due dates and proactively informs customers of delays
• Ensures all customer inquiries and issues are resolved in a timely, efficient manner
• Routes requests/complaints to the right team members and follows up to closure
• Collaborates with sales on current and new business opportunities

Requirements

• 1+ years of customer relations experience (clerical, customer service, MS Office) preferred