Research Services Customer Care Representative

Job Summary

We Are Looking For a Research Services Customer Care Representative In 3600 Eagle Nest Dr, Crete, IL 60417 USA.

Essential Functions And 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 set ups 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
• Affords assistance in tracking/communication/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 customer relationship management (CRM) system
• Effectively communicate customer requirements and coordinate projects with internal departments not limited to 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
• Affords support to the Sales teams and other CCR team members. This may include customer visits or back up support for other team members
• Maintain Customer information in Mérieux NutriSciences’ databases (LIMs and CRM)
• Support corporate quality and proactively participate in continuous improvement initiatives in the department
• Perform other related duties as needed

Qualifications

• Three (3) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience is desired
• 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 preferred to provide support to the clients of the company
• The incumbent must be able to communicate information related to testing methods and results to clients
• A general knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client
• 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 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