Mérieux NutriSciences - North America · 3 months ago
Customer Care Representative- Talent Pipeline (US)
United States
Full-time
Remote
Mid Level
$47K/yr - $66K/yr
3+ years expMérieux NutriSciences is a global company dedicated to making food systems safer and more sustainable. They are seeking a Customer Care Representative to serve as the primary interface for customers, ensuring their needs are met and assisting in onboarding processes, while also identifying new opportunities for growth within the customer base.
Food and BeverageHealth CareInformation Technology
Responsibilities
Provide exceptional Customer Service based on guidelines for assigned customers, while following Mérieux NutriSciences’ policies and best practices
Build and maintain productive collaborative relationships within the team and across the supported laboratories to effectively support the customer
Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts
Accountable for accurate account setup and responsible for setting up programs and testing information in the Laboratory Information Management System (LIMS) / CRM / ECN /myMXNS and any other system set ups critical to customer management
Answer customer phone and email inquiries
Identify customer requirements, provide results and additional information specific to Chemistry and Microbiology testing that meets or exceeds customer needs
Assists in communication/resolution of billing issues. Ensure customers are informed with information regarding test results that will be late or are out-of-specification
Document all customer interactions in the customer relationship management (CRM) system
Effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Care, Sales, and Lab operations
Review the first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs
Responsible and authorized to identify departures from quality systems or procedures and document in accordance with SOPs in the global complaint system
Provide support to the Sales teams and other CCR team members. This may include customer visits or back up support for other team members
Maintains Customer information in Mérieux NutriSciences’ databases ( LIMs and CRM)
Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers
Qualify incoming leads and ensure they are transferred to the correct TSM
Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and Standard Operating Procedures (SOPs)
Support corporate quality and proactively participate in continuous improvement initiatives in the department
Perform other related duties as needed
Qualification
Required
A general knowledge of food testing methods or scientific processes obtained from a degree in Chemistry (preferred), Microbiology, Food Science, or direct relevant laboratory experience is preferred to provide support to the customers of the company
Three (3) plus years experience in a Customer Service food or beverage industry
Laboratory experience, specializing in Chemistry, is desired. BS/BA degree or equivalent work experience will be considered
A clear understanding of Chemistry testing methods as a priority, and will need to be able to communicate information related to testing methods and results to clients in an efficient and timely manner
A general knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client
Strong computer skills, including Microsoft Office are required
Some exposure to food processing or quality assurance is beneficial in this role
General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience
Interpersonal skills are required for this position in order to build and maintain relationships within the organization and with external clients
Exceptional, verbal and written communication skills to interact with clients and colleagues
Multi tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role
Preferred
Laboratory experience, specializing in Chemistry, is desired
Some exposure to food processing or quality assurance is beneficial in this role
Benefits
Comprehensive medical, dental, and vision insurance plans.
Generous paid time off (PTO) package to support work-life balance following state and local ordinances.
Optional 401(k) plan with employer matching contributions.
Company
Mérieux NutriSciences - North America
Mérieux NutriSciences is a global food safety and quality partner — offering testing, labeling, auditing, consulting, sensory, training and research services to the food & nutrition industry.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jessie Trierweiler
Human Resources Business Partner
Recent News
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