Senior Customer Service Representative (Life Sciences)

Location: Hybrid position based in Charlotte, North Carolina; at least three days per week in the Charlotte office, with remote work permitted up to two days per week subject to business needs and company policy.

Company

hirify.global develops separation and purification technologies and intelligent workflow solutions that support drug discovery, development, analytical testing, and life-science research for more than 5,000 customers worldwide.

What you will do

• Manage customer requests, sales orders, quote-to-order conversions, order acknowledgements, account maintenance, sample and replacement orders, credits, returns, and transaction closure.
• Provide accurate customer support by phone and email, including order status, backorders, shipments, delivery, invoicing, credits, returns, and unresolved requirements.
• Validate and process order information, monitor blocked or aging transactions, investigate routine issues, document resolutions, and escalate significant financial, legal, contractual, compliance, or policy matters.
• Own customer and vendor forms, account setup packages, portal registrations, Certificates of Insurance, RMAs, credits, and related documentation through completion.
• Coordinate with Sales, Finance, Tax, Legal, Quality, Logistics, Warehouse, Service, Technical Support, and other stakeholders to ensure accurate handoffs and closure.
• Guide, coach, onboard, and cross-train Customer Service Representatives while maintaining standard work, procedures, templates, checklists, escalation paths, workload visibility, and backlog follow-up.

Requirements

• Four or more years of progressive experience in customer service, order management, sales support, commercial operations, or a related area.
• Exceptional attention to detail, accurate and timely transaction processing, sound customer-service judgment, and the ability to balance urgency, policy, financial impact, and customer experience.
• Strong organizational, multitasking, prioritization, verbal, and written communication skills for a high-volume environment with competing deadlines.
• Ability to investigate routine issues using system data, transaction history, process documentation, and root-cause analysis.
• Ability to read, interpret, complete, and coordinate purchase orders, tax forms, vendor setup forms, portal requirements, COIs, return documentation, credit requests, invoices, and account records.
• Advanced computer proficiency in Microsoft Outlook, Excel, Teams, and Word; experience with Dynamics 365, Salesforce, ServiceMax, CRM, ERP, customer portals, or similar systems is strongly preferred.
• Ability to protect confidential customer and company information and apply documented approvals, controls, and record-retention requirements.
• Ability to safely work around and handle hazardous materials, lift up to 20 pounds occasionally and 10 pounds frequently, and perform extended computer and telephone work.

Nice to have

• Associate or bachelor’s degree in business administration, supply chain, operations, finance, or a related field; equivalent education and relevant experience may be considered.
• Experience as a senior representative, trainer, process owner, or informal operational leader.
• Experience with complex orders, customer-account setup, RMAs, credits, vendor forms, customer portals, or COI requests.
• Experience in a technical, life-sciences, manufacturing, distribution, regulated, or service-oriented environment.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) program with company match and additional benefits.
• No travel is normally required for daily operations; occasional travel may be required for annual meetings, training, or other business needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.