Customer Service Associate

at Acculabs in Chicago, Illinois, United States

Job Description

We are looking for a dependable, detail-oriented Customer Service Associate to support Acculabs' customer service, order management, and laboratory operations.

This role is focused on order entry, customer communication, follow-up, and laboratory and quality-control support. The ideal candidate is organized, responsive, accurate, and comfortable handling routine customer service and administrative work in a small business environment.

Success in this position comes from doing the core work consistently well: entering orders accurately, communicating clearly, following up quickly, supporting the lab's quality-control recordkeeping, and making sure nothing falls through the cracks.

• Enter and process customer orders accurately in our ERP system
• Confirm order details, pricing, availability, shipping information, and delivery timelines
• Respond to customer emails and phone calls in a professional and timely manner
• Follow up with customers and internal team members to resolve questions or missing information
• Prepare and distribute order documentation for the production and shipping teams
• Maintain and update order and shipment tracking logs for reporting purposes
• Coordinate with production, lab, shipping, and accounting as needed to support order fulfillment
• Support the laboratory with quality-control recordkeeping, such as logging test results, assisting with certificate-of-analysis preparation, and maintaining sample and retest records
• Assist with billing coordination for completed orders
• Maintain accurate customer, order, and account information
• Track open customer requests and make sure they are resolved promptly
• Help keep customer service and order processing workflows organized
• Escalate customer issues or unusual requests to the appropriate internal team member
• Support a positive customer experience through reliability, professionalism, and attention to detail
• For the right candidate, opportunity to assist with marketing support tasks (e.g., customer-facing content, social media, or promotional materials) as interest and bandwidth allow

• Prior experience in customer service, order entry, administrative support, logistics, or a similar role preferred
• Strong attention to detail and accuracy
• Good written and verbal communication skills
• Sense of urgency and ability to follow up without being repeatedly reminded
• Strong work ethic and reliable attendance
• Comfortable with routine, detail-oriented administrative and quality-control documentation work
• Ability to stay organized while handling multiple customer requests
• Professional and calm communication style with customers
• Comfortable using email, spreadsheets, ERP systems, and other business software
• Experience with Microsoft 365 preferred
• Experience in manufacturing, distribution, logistics, or B2B customer service is a plus
• Interest in supporting laboratory or quality-control processes is a plus
• Interest or experience in marketing (e.g., content, social media) is a plus for candidates who want to grow into that area

The right person for this role is someone who takes pride in being dependable, accurate, and responsive. They enjoy helping customers, keeping information organized, and making sure orders are handled correctly from start to finish.

This role is a strong fit for someone who wants stable customer service and lab-support work in a small business environment and is comfortable being measured on accuracy, follow-through, communication, and reliability. This role is not a sales position; a candidate primarily motivated by selling or business development would not be a fit.

Acculabs is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, work authorization status, military or veteran status, unfavorable military discharge, order of protection status, arrest record, conviction record, criminal history, or any other status protected by applicable federal, state, or local law. Acculabs also prohibits harassment and retaliation against any applicant or employee because they have opposed discrimination, participated in an investigation, requested a reasonable accommodation, or exercised any other legally protected right. Acculabs will provide reasonable accommodations to qualified individuals with disabilities, pregnancy-related conditions, and sincerely held religious beliefs, practices, or observances, as required by applicable law. Applicants who require a reasonable accommodation during the hiring process may contact Acculabs to request assistance. Employment decisions at Acculabs are based on business needs, job requirements, qualifications, performance, reliability, and the ability to perform the essential functions of the role, with or without reasonable accommodation.