What are the responsibilities and job description for the Customer Service Representative position at MaxQ Research?
About MaxQ
MaxQ develops cold chain packaging and temperature monitoring solutions that help healthcare and life science organizations safely transport temperature-sensitive products. Our customers include hospital blood banks, blood centers, specialty pharmacies, and organ transplant organizations. They save lives every day, and we help them do their jobs by protecting these gifts of life during transit.
Role Overview
We’re looking for a proactive, detail-oriented Customer Service Representative to own shipping coordination, customer follow-up, and support while working closely with our internal teams.
MaxQ is a growing, entrepreneurial company. You should adapt quickly to changing priorities, stay engaged in routine work, and take initiative with incomplete information—using sound judgment and knowing when to ask for help. Accuracy and dependable follow-through are essential because the people we serve depend on them.
Our core values are Ownership, Pursuit of Excellence, Timely Communication, Team First, and Challenge-Driven. We encourage using AI to improve efficiency and solve problems, while remaining accountable for accuracy, customer information, and results.
Core Responsibilities
1. Shipping Management
- Generate shipping labels and packing slips with accurate customer, order, product, quantity, and shipping information.
- Schedule and coordinate parcel, LTL, and occasional truckload (FTL) shipments.
- Obtain and compare freight quotes and coordinate carrier pickups and delivery schedules as needed.
- Verify shipping details against records and resolve discrepancies before shipment.
- Coordinate with the operations team to ensure orders are properly prepared and shipped as scheduled.
- Prepare required freight documentation, including bills of lading, packing lists, and commercial invoices when applicable.
- Track shipments and proactively address delays, damages, or other issues.
- Send customers shipment confirmations, tracking information, and updates.
2. Customer Follow-Up and Success
- Follow up with customers to confirm orders arrived and identify missing items, damage, or other concerns.
- Help new customers get started by ensuring they receive the instructions and other materials needed to implement and use our products successfully.
- Coordinate with internal teams when customers need additional guidance or training.
- Check in with customers to understand their experience, address questions, and identify opportunities to improve service.
- Document feedback and follow through on commitments.
3. Customer Support
- Respond promptly to inbound questions, support requests, and complaints.
- Log requests in the appropriate systems with clear, complete information.
- Engage the appropriate internal point of contact for investigation and resolution.
- Keep customers updated on progress, next steps, and expected response times.
- Manage the ticket lifecycle, including follow-up, escalation, resolution, and closure.
- Confirm the customer’s concern has been addressed before closing the ticket.
Continuous Improvement
- Look for ways to make customer service faster, clearer, and more reliable.
- Identify recurring issues and share practical improvement ideas with the team.
- Help improve communications, support documents, and internal workflows.
Qualifications
- High school diploma or equivalent required; some college preferred.
- Strong written and verbal communication skills.
- Basic computer skills, including email, data entry, spreadsheets, and the ability to learn shipping and customer support systems.
- Strong attention to detail and organizational skills.
- Ability to manage multiple requests, prioritize tasks, and follow through without repeated reminders.
- A positive, resourceful attitude and willingness to take initiative.
- Customer service, shipping coordination, or order processing experience is helpful but not required.
Pay: $18.00 - $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Ability to Commute:
- Oklahoma City, OK 73114 (Required)
Work Location: In person
Salary : $18 - $22