Customer Care Representative- Talent Pipeline (US)

Customer Care Representative- Talent Pipeline (US)

We are looking for a Customer Care Representative- Talent Pipeline (US) in 401 N Michigan Ave, Suite 1400, Chicago, IL 60611 USA. Your mission will be to :

This is a talent pipeline posting. It is not for a current, active opening but is intended to gather interest from qualified candidates who would like to be considered for future opportunities with our team. If your background aligns with upcoming roles, a member of our Talent Acquisition team may reach out when a suitable position becomes available.

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. You will assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function.

Serving the unique needs of each customer is critical to Merieux NutriSciences' overall success in growing the business.

All Customer Care positions are hybrid, 3 days in Lab, 2 days remote. Preferred locations would be near one of our lab locations which include : Salida, CA Salt Lake City, UT Chicago and Crete, IL Minnetonka, MN Gainesville, FL Allentown, PA Springfield, MO.

Stand out candidates will have a background in science or laboratory experience.

Main activities :

• Provide exceptional Customer Service based on guidelines for assigned customers, while following Merieux 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.
• Ensure customers are informed with information regarding test results that will be late or are out-of-specification.
• 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, 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 Merieux 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.

Your Profile :

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.

Compensation Range : $47000 - $66000, depending on position and experience

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.