What are the responsibilities and job description for the Customer Service Representative position at Midlab, Inc.?
Description
Midlab is currently seeking a Customer Service Representative to join our team. This position plays a key role in delivering an exceptional customer experience and building long-term relationships with our clients. In this role, you will serve as a trusted partner—guiding customers, resolving issues, and ensuring each interaction reflects our commitment to service excellence. You will collaborate closely with internal teams across Sales, Operations, Accounting, and Logistics to create seamless solutions that support both customer needs and company objectives.
This position will work on-site in Athens, TN.
Midlab began its journey in 1980 with a simple desire to produce the best cleaning formulations in the industry, while building strong partnerships with customers. 40 years later, we are one of the leading cleaning product manufacturers in the country, serving a global market and leading the way in product innovation and sustainability.
Working at Midlab is rewarding and challenges each of us to be better, both professionally and personally. We are proud of the culture we’ve created and we strive to capture it in our core values. Our values are more than just a poster on the wall... they are ingrained in all that we do, including our employee evaluations. Our culture is the biggest reason we continue to recruit and retain the best talent in the country.
Our Core Values
- Committed and Empowered Team
- Open and Honest Relationships
- Relentless Customer Focus
- Embrace and Drive Change
- Values Teamwork & Family Spirit
Essential Responsibilities include the following: other duties may be assigned.
- Serve as a primary point of contact for customers and sales representatives via email and phone, offering timely and accurate support on products, orders, and account information.
- Enter customer orders daily with precision and speed, ensuring data integrity and a smooth order-to-delivery process.
- Confirm receipt of orders with customers and maintain clear, professional communication at every stage.
- Reconcile Bills of Lading with daily shipments to ensure accurate documentation and efficient fulfillment.
- Maintain and distribute daily KPI reports to management, contributing to operational transparency and continuous improvement.
- Process account adjustments, credits, and returns, coordinating with the accounting team to ensure proper execution.
- Assist with freight claims in partnership with customers and carrier partners to achieve timely resolutions.
- Coordinate and process customer samples and trade show material shipments, ensuring accurate documentation, timely delivery, and support for event preparation and follow-up, including administrative responsibilities such as hotel reservations, trade show registration, and CRM updates.
- Arrange and coordinate logistics for samples, trade shows, and other outbound shipments, including carrier coordination and collaboration with internal teams and event partners.
- Uphold a positive, customer-focused attitude while managing inquiries and resolving issues quickly and effectively.
- Consistently meet or exceed service-level expectations while embodying our standard of exceptional customer care.
Requirements
- High school diploma or GED required.
- 2–3 years of customer service, order entry, logistics support, or related experience preferred.
- Strong written and verbal communication skills with the ability to engage effectively with internal and external partners.
- Basic math competency, including the ability to calculate percentages, ratios, and simple formulas.
- Strong organizational skills, attention to detail, and the ability to navigate multiple systems and tasks simultaneously.
- A growth mindset with the ability to solve problems, adapt to changing priorities, and work collaboratively across teams.
Schedule: 8am-5pm Monday-Friday