Customer Care Representative

Customer Care Representative - GKA

Chicago

Regular

MERIEUX NUTRISCIENCES

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 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. External growth has been a key pillar of our history with more than 40 acquisitions completed in the last 10 years.

If you want to contribute to an inspiring long-term purpose, to be part of a fast growing company on a high-value market with significant build-up opportunities, and to grow in an entrepreneurial and warm environment, join us

YOUR DAY TO DAY LIFE

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

Purpose (Objective):

As a Customer Care Representative (CCR) you willbe the primary interface for our Key Account customers. This position will beresponsible for Key Accounts with responsibility for properly setting up andwelcoming them, ensuring proper and timely communications are in place, thetimely resolution of issues. Key Accounts typically will have multiplelocations and contact people. The incumbent will serve as the single point ofcontact for customer care, acting as the liaison between Customers and ourlabs, Technical Sales Managers, Key Account Managers and other functions asneeded.This position will assist inidentifying new opportunities with existing customers and ensure new leads areproperly routed to the Sales function. The incumbent will also be responsiblefor ensuring the sales teams is advised of troubled areas, and proactivelydiscuss and strategize to bring the account into good standing. Serving theunique needs of each account is critical to overall success in growing thebusiness.

Main activities:

•Provide exceptional Customer Service while following Mrieux 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.
•Plan, organize, and ensure 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. Actively participate in customer meetings and customer projects as needed.
•Answer customer phone and e-mail 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 not limited to Customer Care, Sales, and Laboratory operations.
•Proactively review the customer accounts and relay any changes in activities to your sales partner, assist in communication/resolution of billing issues and in any price increases or other contract adjustments as required.
•Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system.
•Review the first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested. Ensure that customer's unique requirements are understood at the labs and properly documented.
•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 Mrieux NutriSciences' databases ( including but not limited to: LIMs and CRM)
•As the signal 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; 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

Profile:
Advancedknowledge of food testing methods or scientific process obtained from a degreein Food Science, Microbiology, Chemistry or direct relevant laboratoryexperience is essential to provide support to the clients of the company.Five (5) plus years experience in a CustomerService food or beverage industry with a BS/BA degree or equivalent workexperience will be considered.

Required skills:
Incumbent must beable to effectively communicate information related to testing methods andresults to clients. Advanced knowledge of LIMS and CRM software systems arerequired to complete data entry and result searches for the client.Exposure to food processing or qualityassurance is beneficial in this role. Advanced knowledge of personal computeroperation is necessary including spreadsheet, word processing and relationaldatabase experience.Interpersonalskills are required for this position in order to build and maintainrelationships within the organization and with external clients. This positionrequires exceptional, verbal and written communication skills to interact withclients and colleagues. Multi tasking, prioritization, superior follow upskills and attention to detail are also required for success in this role.

Incumbent works to provide the highest qualityexperience to all customers of Mrieux NutriSciences. Each situation isanalyzed to determine the optimal course of action within the guidelines set byclient 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 toprovide quality service to the client.

Unique or difficult problems often requireadvice or guidance from the Key Account Manager prior to communicating with theclient.Resolution of problems oftenrequires independent research and/or interaction with operations, key accountmanager or quality personnel prior to final communication with the client.

This individual must determine if clientrequests can be met and possible ways to provide and improve customercare.Decisions must be made quickly toensure that requirements of both the customer and the laboratory are met.Recommendations are frequently made to thecustomer regarding services or testing to meet their needs.Previous experience, Standard OperatingProcedures (SOPs), and the supervisor provide guidelines to address eachsituation.The incumbent depends onknowledge of laboratory operations and communication with laboratory personnelto stay informed of analysis progress.

Management (Size andcharacteristics of the team(s)):
The incumbent receives minimal supervision fromthe Customer Care Manager and therefore must be able to work independently.The incumbent works toward specific goals andtargets established to provide prompt and accurate service to thecustomer.The incumbent is responsiblefor following company guidelines, customer care SOPs and policies.Customer satisfaction will be affected by thedecisions and delivery of information by the incumbent.

Work Environment:
The position works in an administrative office or laboratoryenvironment.Occasional exposure tolaboratory fumes, chemical, and materials may occur and protective laboratorycoat 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 spentin a sitting position. This position is responsible for helping to create aprofessional and positive work environment. Minimal travel is required (approx10- 15%).

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WHY JOIN US?

• Because you would contribute to an inspiring Public Health purpose, supported by long-term and visionary shareholders.
• Because you would have an impact on our strategic pillars that build on 50 years of experience and expertise.
• Because you would be part of a community of an enthusiastic and skilled group of people who love co-building together and serving a purpose bigger than them.
• Because you would be welcome as you are, in a diverse and open-minded environment that is rich in our singularities and differences.
• Because you would grow in an international group of more than 8200 fantastic team members, with plenty of opportunities to learn and share.

Ready for the journey?

To apply please click on 'Apply now' button

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