Research Services Customer Care Representative

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 32 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.

About the role

The Research Services Customer Care Representative will be the primary interface for our research services customers. This position is responsible for properly setting up and welcoming clients, ensuring proper and timely communications, and the timely resolution of issues. It will also act as the liaison between customers and our labs, project managers, technical sales managers, and other functions as needed.

Responsibilities

• Provide exceptional customer service while following Mérieux NutriSciences’ policies and best practices.
• Build and maintain productive collaborative relationships within the Food Science Center and across the organization to effectively support the customer.
• Plan, organize, and ensure proper execution of the welcoming and onboarding process in a consistent, professional, and timely manner for all research services clients.
• 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 setups critical to customer management.
• Answer customer phone and email inquiries (including internal clients), identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectation, and follow up with solutions.
• Assist in tracking, communication, and resolution of billing issues.
• Contact customers with information regarding project initiation dates, test results that will be late, or to clarify information about samples received at the Food Science Center, and document all customer interactions in the CRM system.
• Effectively communicate customer requirements and coordinate projects with internal departments, including Customer Care, Sales, Project Managers, and Laboratory operations.
• Work with lab operations and the client to create and review SARFs. Review Certificate of Analysis (COA) and invoice inquiries 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. Identify departures from the 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, which may include customer visits or backup support for other team members.
• Maintain customer information in Mérieux NutriSciences’ databases (LIMS and CRM).
• Field incoming leads and ensure they are transferred to the correct Research Project Manager.
• Support the management of due dates and turnaround time (TAT) updates to the client and in LIMS.
• Support invoicing and data tracking of research services projects using Microsoft Office and shared Google docs.
• Participate in annual training certification to maintain working knowledge of tools required to perform the job, including 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.

Requirements

• Three (3) plus years of experience in a customer service role within the food or beverage industry with a BS/BA degree or equivalent work experience.
• A general knowledge of food testing methods or scientific process obtained from a degree in Food Science, Microbiology, Chemistry, or direct relevant laboratory experience.
• Ability to communicate information related to testing methods and results to clients.
• General knowledge of LIMS and CRM software systems to complete data entry and result searches for the client.
• Exposure to food processing or quality assurance is beneficial.
• General knowledge of personal computer operation, including spreadsheet, word processing, and relational database experience.
• Strong interpersonal skills to build and maintain relationships within the organization and with external clients.
• Exceptional verbal and written communication skills to interact with clients and colleagues.
• Ability to multitask, prioritize, and demonstrate superior follow-up skills with strong attention to detail.
• Ability to analyze situations and determine the optimal course of action within client service management guidelines.
• Ability to "think on their feet" and make quick, accurate decisions.
• Capability to resolve problems independently or through interaction with operations, technical services, or corporate personnel.
• Ability to work independently with general supervision from the Research Project Manager.

Work Environment

The position works in an administrative office or laboratory environment. Occasional exposure to laboratory fumes, chemicals, and materials may occur, requiring protective laboratory coats and safety glasses when visiting laboratory facilities. Physical dexterity is necessary to effectively manipulate a keyboard, and extended time may be spent in a sitting position. Minimal travel (approximately 5-10%) may be required.

Pay

Compensation range: $47,000–$52,000 annual.

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.

Why Join Us?

• Contribute to an inspiring Public Health purpose, supported by long-term and visionary shareholders.
• Impact strategic pillars built on 60 years of experience and expertise.
• Be part of a community of enthusiastic and skilled individuals who collaborate and serve a purpose bigger than themselves.
• Join a diverse and open-minded environment that values singularities and differences.
• Grow within an international group of over 10,000 team members, with plenty of opportunities to learn and share.