Customer Care Representative - GKA

Position Summary

The incumbent will be the primary interface for our customers. This position will be responsible for Key accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, the timely resolution of issues. Key accounts typically will have multiple locations and contact people. The incumbent will serve as the single point of contact for customer care, acting as the liaison between Customers and our labs, Technical Sales Managers, Key Account Managers and other functions as needed. This position will assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function. The incumbent will also be responsible for ensuring the sales teams are advised of troubled areas, and proactively discuss and strategize to bring the account into good standing. Serving the unique needs of each account is critical to overall success in growing the business.

Qualifications Required

* Five (5) plus years experience in a Customer Service food, beverage or supplement industry with a BS/BA degree or equivalent work experience will be considered.

* Advanced knowledge of food or supplement testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is essential to provide support to the customers of the company.

* Incumbent must be able to effectively communicate information related to testing methods and results to customers. Advanced knowledge of laboratory information management systems (LIMS), enterprise resource planning (ERP) / customer relationship management (CRM) software systems are required to complete data entry and result searches for the customer.

* Advanced knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience.

* Intermediate interpersonal skills are required for this position in order to build and maintain relationships within the organization and with external customers.

* Requires exceptional, verbal and written communication skills to interact with customers and colleagues.

* Multi tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role.

Qualifications Desired

* A general knowledge of food or supplement testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is preferred to provide support to the customers of the company.

* Experience in food or supplement processing or quality assurance is beneficial in this role.

Essential Functions and Responsibilities

* Provide exceptional Customer Service while following Merieux NutriSciences' policies and best practices and developing new practices to advance our services.

* Build strong relationships with the customer's primary contact and all stakeholders by fully understanding their business, the markets they serve and the business issues in which they may need assistance.

* Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer. Act as a mentor to junior Customer Care Representatives.

* 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 LIMS / ERP / CRM and any other system set ups critical to customer management. Actively participate in customer meetings and customer projects as needed.

* Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectation, and follow up with solutions. As well as effectively communicate customer requirements and coordinate projects with internal departments.

* Proactively review the customer accounts and relay any changes in activities to your sales partner, assisting in communication/resolution of invoicing issues.

* Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the CRM system.

* Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. Review complaint trends and ensure reoccurring issues are being addressed. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.

* Maintains Customer information in Merieux NutriSciences' databases.

* As the single point of contact for key accounts you will be responsible for providing a 360 degree view of the account in its entirety. Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers.

* Participate in annual training certification to maintain working knowledge of tools required to perform the job

* Support corporate quality and proactively participate in continuous improvement initiatives in the department.

* Other related duties as assigned.

* At any time, the incumbent must behave and operate in an ethical and Code of Conduct compliant manner.

Communication

* Continual contact is maintained with customers to provide service, address concerns and answer related questions. The incumbent maintains frequent contact with management and personnel in customer care, labs, technical sales and Key account managers to obtain information and status updates in an effort to meet or exceed customer expectations.

* Regularly communicates with customers to discuss information related to testing methods and results. Represents the company in customer meetings and provides excellent customer service.

* Collaborates with other internal team members in cross-functional teams to ensure effective execution of tasks, exchange of information, and teamwork in daily operations.

Success Factors / Job Competencies

* Incumbent works to provide the highest quality experience to all customers of Merieux NutriSciences. Each situation is analyzed to determine the optimal course of action within the guidelines set by customer service management and the Key Account Manager. Individual needs to have the ability to 'think on their feet' and make quick, accurate decisions. Information must be accurate and current to provide quality service to the customer. Unique or difficult problems often require advice or guidance from the Key Account Manager prior to communicating with the customer. Resolution of problems often requires independent research and/or interaction with operations, key account manager or quality personnel prior to final communication with the customer.

* This individual must determine if customer requests can be met and possible ways to provide and improve customer care. Decisions must be made quickly to ensure that requirements of both the customer and the laboratory are met. Recommendations are frequently made to the customer regarding services or testing to meet their needs. Previous experience, Standard Operating Procedures (SOPs), and the supervisor provide guidelines to address each situation. The incumbent depends on knowledge of laboratory operations and communication with laboratory personnel to stay informed of analysis progress. The incumbent receives minimal supervision from the Customer Care Manager and therefore must be able to work independently. The incumbent works toward specific goals and targets established 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.

Physical Demands and Work Environment

* 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.

Travel

* Minimal travel is required (approx 10- 15%).

Compensation Range:
$65000 - $75000
Potential bonus: Up to 5% based on performance.

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.

This is a hybrid remote position. Looking for candidates based in Chicago, IL; Allentown, PA; Arlington, TX; or Cypress, CA.

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