Customer Care Core Representative

Customer Care Core Representative

Remote

Regular

MERIEUX NUTRISCIENCES

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 countries, we offer to our customers a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment and consumer goods. External growth has been a key pillar of our history with more than 40 acquisitions completed in the last 10 years.

If you want to contribute to an inspiring long-term purpose, to be part of a fast growing company on a high-value market with significant build-up opportunities, and to grow in an entrepreneurial and warm environment, join us!

YOUR DAY TO DAY LIFE

We are looking for a Customer Care Core Representative in USA. Your mission will be to:

CCRs will be expected to provide Customer Service based on the guidelines for select customers
Build and maintain productive collaborative relationships within the team and across the supported laboratories.
Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for select accounts. 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, and provide results and additional information that meets or exceeds the customer’s expectations.
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 and document all customer interactions in the customer relationship management (CRM) system.
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.
Ensures that customer information updates are completed via the Customer Care Data Specialists.
Qualify incoming leads and ensure Select customers are transferred to the correct TSC
Manage the Core Product offering sales efforts to best meet sales goals for Mérieux NutriSciences.
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 initiative in the department.
Perform other related duties as needed.

YOUR PROFILE

A general knowledge of food testing methods or scientific process obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is essential to provide support to the clients of the company. Minimum 1 year experience in a Customer Service food or beverage industry. BS/BA degree or equivalent work experience will be considered.

Required skills: Incumbent must be able to communicate information related to testing methods and results to clients. A general knowledge of LIMS and CRM software systems is recommended 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. This position requires good, verbal and written communication skills to interact with clients and colleagues. Multi tasking, prioritization, follow up skills and attention to detail are also required for success in this role.Incumbent works to provide the highest quality experience to all customers of Mérieux NutriSciences. Each situation is analyzed to determine the optimal course of action within the guidelines set by client service management. Individual needs to have the ability to ‘think on their feet’ and make quick, accurate decisions. Information must be accurate and current to provide quality service to the client. This individual must determine if client requests can be met and possible ways to provide and improve customer care. Decisions must be made quickly to ensure that requirements of both the customer and the laboratory are met. General recommendations are frequently made to the customer regarding services or testing to meet their needs. Previous experience, Standard Operating Procedures (SOPs), and the supervisor provide guidelines to address each situation.

Management (Size and characteristics of the team(s)): Dotted line reports to the Director of Select Sales. The incumbent receives supervision from the Customer Care Manager, however must be able to work independently. The incumbent works toward specific goals and targets established with the supervisor to provide prompt and accurate service to the customer. The incumbent is responsible for following company guidelines, customer care SOPs and policies. Customer satisfaction will be affected by the decisions and delivery of information by the incumbent.

Work Environment: The position works in an administrative office or laboratory environment. Occasional exposure to laboratory fumes, chemicals, and materials may occur and protective laboratory coat and safety glasses must be worn when visiting laboratory facilities. Physical dexterity is necessary to effectively manipulate a keyboard. The incumbent can expect extended time spent in a sitting position. This position is responsible for helping to create a professional and positive work environment. Minimal travel is required (approx 10- 15%).

WHY JOIN US?

Because you would contribute to an inspiring Public Health purpose, supported by long-term and visionary shareholders.
Because you would have an impact on our strategic pillars that build on 50 years of experience and expertise.
Because you would be part of a community of an enthusiastic and skilled group of people who love co-building together and serving a purpose bigger than them.
Because you would be welcome as you are, in a diverse and open-minded environment that is rich in our singularities and differences.
Because you would grow in an international group of more than 8200 fantastic team members, with plenty of opportunities to learn and share.