Technical Customer Experience Specialist

Technical Customer Experience Specialist

Location: St. Cloud, MN

Supporting customers at the intersection of science, quality, and service

At Microbiologics, we support the accuracy and reliability of diagnostic testing worldwide. Our customers rely on us not only for high-quality products, but for trusted technical guidance, responsive service, and dependable execution. As our global customer base grows, we’re expanding our Customer Experience team and looking for a Technical Customer Experience Specialist to help deliver exceptional support across scientific, operational, and quality-driven interactions.

This role blends scientific knowledge, technical problem-solving, and customer experience. It’s ideal for someone who enjoys translating complex information into clear guidance, collaborating across teams, and ensuring customers feel supported at every stage of their journey.

Why This Role Matters

This role is central to how customers experience Microbiologics.

As a Technical Customer Experience Specialist, you will:

• Serve as a trusted technical and operational partner to customers
• Support product questions, investigations, and quality-related activities in a regulated environment
• Ensure accurate order processing, documentation, and follow-through
• Act as a connector between customers and internal scientific, quality, and operational teams

Your work directly impacts customer trust, product quality, and long-term relationships.

What You’ll Do

Customer & Technical Support

• Respond promptly and professionally to domestic and international customer inquiries via phone and email
• Provide technical guidance on Microbiologics products using product inserts, technical literature, and regulatory standards (e.g., CLSI, USP, AOAC, ISO)
• Document, track, and support customer complaints and product investigations, including laboratory testing when required

Order Management & Operational Support

• Process and support customer orders across multiple channels (email, website, ERP, EDI), including availability checks, invoicing, credits, and billing resolution
• Maintain accurate records of customer interactions, feedback, and transactions

Quality & Compliance Collaboration

• Support quality-related activities including product quarantine, halt disposition, and recall coordination
• Assist with compliance and regulatory tasks such as export documentation and user acceptance testing (UAT) for system updates

Cross-Functional Partnership

• Work closely with Technical Support, Quality, Operations, Finance, IT, and Marketing to resolve issues and improve customer outcomes
• Contribute to training, knowledge sharing, and continuous improvement initiatives

Who Thrives Here

This role is a strong fit for someone who:

• Enjoys working at the intersection of science and customer service
• Is comfortable explaining technical information to diverse audiences
• Values accuracy, documentation, and compliance
• Remains calm, professional, and solution-oriented when handling complex or time-sensitive issues
• Takes ownership, manages multiple priorities, and follows through

Education & Experience

• Bachelor’s degree in a life science field (biology, microbiology, molecular biology, food science, bioengineering, or related discipline)
• At least one year of customer service, order management, or administrative experience; experience in biotech, healthcare, or another regulated industry preferred
• Practical microbiology or molecular laboratory experience preferred
• Familiarity with ERP or CRM systems (NetSuite, Salesforce, or similar) strongly desired
• Proficiency with Microsoft Word, Excel, and Outlook
• Additional language proficiency is a strong plus for supporting international customers

Why Microbiologics

At Microbiologics, you’ll find:

·         A mission-driven organization where your work truly matters

·         A collaborative culture that values curiosity, partnership, and continuous improvement

·         Opportunities to lead meaningful, enterprise-level initiatives

·         Exposure to a broad and evolving technology landscape

·         Leaders who value thoughtful analysis, strong relationships, and doing the right thing

What’s in It for You

We believe people are our biggest asset - and we invest accordingly.

Our benefits include:

·         Competitive Pay: The pay for this position is between $24.20 and $29.05 per hour

·          Actual salary will depend on experience and internal equity

·         Health and dental insurance

·         Health Savings Account (HSA) with company contribution

·         Life and disability insurance

·         401(k) with generous company match

·         Daycare assistance and tuition reimbursement

·         Bonus potential and competitive compensation

·         Ongoing training and professional development

You’ll join a collaborative, high-trust environment that encourages innovation, learning, and meaningful impact.

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