The Customer Service Technician serves as the primary point of contact for customers, helping  resolve issues, answer questions, and ensure a positive experience with Safe Food Alliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet visitors, ascertains nature of business, and escorts visitors to appropriate personnel. 
• Maintain accurate customer records and update account information in LIMS.
• Escalate complex issues to supervisors when necessary.
• Follow up with customers to ensure satisfaction.
• Handle complaints calmly and work toward resolution.
• Answers telephone and provides information to callers and/or routes call to appropriate personnel.
• Maintain customer satisfaction and appropriate confidentiality.
• Receives and secures incoming laboratory samples that are mailed, collected through courier services and customer drop off.
• Subsample and distribute samples to appropriate departments.
• Coordinate and communicate all customer courier stops and pick-ups.
• Receive and track all sample surveys – for Walnuts, Prunes etc.
• Maintains contact with customers and works with laboratory team for any customer communication.
• Communicate with Pesticide, Microbiology and Chemistry staff on samples that require Rush Testing.
• Create FEDEX label, request pickups, send samples and supplies via FEDEX when needed. 
• Proficient in basic understanding of the tests performed.
• Create customers and usernames in LIMS. 
• Extensive database entry and support the laboratory operations by performing any administrative and clerical duties including customer certificates.
• Knowledge of basic sanitation techniques; good laboratory practices.
• Confidence to communicate effectively in a team setting including managers, supervisors, and technicians.
• Responsible for filing and keeping documents organized.
• Communicates with the Quality Assurance Department concerning any safety, quality, or  technical problems Confirming the Management System is implemented and followed.
• Perform 100% proof checks on daily paperwork for ISO compliance.
• Knowledge of ISO 17025 Quality procedures related to their primary job/area of responsibility.
• Assists in problem solving using Corrective Action and Preventative Action Procedures.
• Assist in other assigned duties as needed.
• Shift time ranges 8:am - 10:30am, needs to have flexibility in schedule due to department needs. Availability to work weekends if needed. 

EDUCATION and/or EXPERIENCE

• A minimum of 2 years’ experience in a customer service or administrative role.
• Applicant will possess a high school diploma or GED; an AA degree in Business Administration, Marketing, Biology, or Chemistry
• Proficient in MS Office (Word, Excel, and Outlook).

REQUIRED SKILLS

• Strong communication and interpersonal skills.

• Detail Oriented with strong administrative skills

• Active listening and problem-solving abilities.

• Patience and empathy when dealing with customers.

  DFA of California complies with the CA Fair Employment and Housing Act and the ADA and will consider reasonable accommodation measures for eligible applicants/employees to perform the essential functions of the job.