Are you looking for an opportunity to make a difference? At Mesa Labs we're passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

The Sales Operations Representative that supports our Clinical Genomics Business has responsibility for processing sales orders, monitoring custom orders, and tracking their status. The specialist supports both internal and external customers by ensuring timely and accurate order fulfillment while also monitoring and organizing customer feedback submitted to the Customer Support Department. At senior levels, the position includes developing business processes, analyzing metrics, and managing the Customer Relationship Management (CRM) system. This role requires daily collaboration across departments to drive operational excellence and continuous improvement.

Key Job Responsibilities:

• Process domestic and international sales orders and act as the primary point of contact for internal material requests.
• Monitor and track the status of custom orders, ensuring timely communication and resolution of any issues.
• Organize and monitor customer feedback sent to the Customer Support Department, ensuring proper follow-up and resolution.
• Respond to customer inquiries regarding order status, product delivery, and other issues via phone, email, and fax.
• Coordinate order terms, approvals, and prepare sales quotations while ensuring Sarbanes-Oxley compliance.
• Maintain account information in CRM, fulfill literature requests, and provide database support for sales campaigns.
• Support field personnel with the procurement and availability of spare parts.
• Coordinate with internal teams in Materials, Logistics, Purchasing, Finance, Sales & Marketing, and Legal to resolve issues.
• Research sales orders to resolve customer concerns; issue return material authorizations and credit memos.
• Work with accounting to ensure accurate revenue recognition for all orders.
• Monitor CRM and ERP systems for data integrity to prevent and address potential customer complaints.
• Create and maintain departmental training materials, including customer software license generation.
• Lead CRM system development and administration for Customer Support and implement system improvements.
• Design and generate reports for routine metrics and ad hoc management reporting.
• Assist in optimizing customer support processes and procedures to enhance support delivery and customer satisfaction.
• Participate in cross-functional projects for process and system improvements.
• Collaborate with IT to manage and improve customer-facing portal content.

Qualifications/Education:

Education/Experience:

• Bachelor's degree in business or a technical discipline.
• Experience in the Life Science industry is preferred.
• Proficiency in MS Office (Word, Excel, PowerPoint, Adobe) and the ability to create reports, graphs, and pivot tables.
• Experience with Salesforce.com and NetSuite is preferred.

Skills, Knowledge, and Abilities:

• Completes a variety of complex or difficult tasks; uses standard protocols to determine methods and procedures for new assignments.
• Applies advanced technical/ administrative knowledge and skills.
• Applies job skills and company policies and procedures to complete a variety of tasks.
• Requires experience and good knowledge of the job: a substantial acquaintance with and understanding of general job aspects, and a limited understanding of technical aspects of the job.
• Identifies and solves problems using defined procedures and policies.
• Works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required.
• Makes routine decisions based upon established guidelines and department procedures.
• Works independently on new and ongoing assignments by following standard protocols.
• Normally receives no instructions on routine work, general instructions on new assignments.
• Supervision is limited, no instructions are needed on routine work, and general instructions are given on new lines of work or special assignments.
• May provide on-the-job training to new team members.
• Typically coordinates information and resources across different teams, understanding the way these complement and support each other.
• Frequently interacts with peers and supervisors exchange or present factual information.
• Prepares support materials for presentation by others.
• Works on individual or team assignments.
• Interacts within department and on occasions with other groups to meet department objectives.
• Failure to achieve results can normally be overcome without serious effect on schedules and projects.
• Follows team efforts and decisions.
• Helps build consensus when necessary.

Compensation/Benefits:

The company offers a comprehensive benefits package and compensation for this position. The package includes base salary, bonus, medical/dental/vision insurance, 401k/Match.

Salary Range for this position is $25-$30 an hour.

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law