Customer Care Representative - Premier Dietary Supplements

Customer Care Representative - Premier Dietary Supplements

We are looking for a Customer Care Representative - Premier Dietary Supplements in Salt Lake City, UT. Your mission will be to be the primary interface for our customers. You will work together with your team to ensure customers are properly set up and welcomed. You will respond to customer requests in a timely manner to answer questions and resolve issues. You will also act as the liaison between Customers and our labs, Technical Sales Managers and other functions as needed.

Main activities include providing exceptional customer service based on guidelines for assigned customers, while following Merieux NutriSciences' policies and best practices. You will build and maintain productive collaborative relationships within the team and across the supported laboratories to effectively support the customer. You will be responsible for the proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. You will answer customer phone and email inquiries. You will identify customer requirements, provide results and additional information specific to Chemistry and Microbiology testing that meets or exceeds customer needs. You will assist in communication / resolution of billing issues. You will ensure customers are informed with information regarding test results that will be late or are out-of-specification. You will document all customer interactions in the customer relationship management (CRM) system. You will effectively communicate customer requirements and coordinate projects with internal departments. You will review the first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested. You will assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. You will provide support to the Sales teams and other CCR team members. You will maintain customer information in Merieux NutriSciences' databases. You will identify cross selling and / or other customer intelligence that may be useful in creating new opportunities for existing customers. You will qualify incoming leads and ensure they are transferred to the correct TSM. You will participate in annual training certification to maintain working knowledge of tools required to perform the job. You will support corporate quality and proactively participate in continuous improvement initiatives in the department. You will ensure compliance with cGMP and GLP requirements, ISO / IEC 17025 and safety guidelines at all times. You will perform other related duties as needed.

Your skills include a general knowledge of dietary supplement testing methods or scientific processes obtained from a degree in Chemistry (preferred), Microbiology, Science, or direct relevant laboratory experience. You have three (3) plus years experience in a customer service preferably in the dietary supplement industry. Laboratory experience, specializing in Chemistry, is desired. You have a BS / BA degree or equivalent work experience. You have 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. You have a general knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client. You have strong computer skills, including Microsoft Office. You have some exposure to dietary supplement manufacturing or quality assurance. You have general knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience. You have interpersonal skills required for this position in order to build and maintain relationships within the organization and with external clients. You have exceptional, verbal and written communication skills to interact with clients and colleagues. You have multitasking, prioritization, superior follow up skills and attention to detail.

Management : The incumbent receives general 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. The position works in an administrative office or laboratory environment. Occasional exposure to laboratory fumes, chemical, 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. The role may require minimal travel (approx 10- 15%).

Compensation Range : $25- $28 / hr

Full Time Eligible Benefits Overview : 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.