- 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.
- 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.
- 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.
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.
The information above provides a general overview and may vary based on specific job responsibilities, location, or other factors. Details will be clarified during the hiring process.#LI-remoteWHY 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.
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