YOUR DAY TO DAY LIFE

We are looking for a Customer Care Representative - Select in 90 Gough Rd, Markham, ON L3R 5V5 CAN. Your mission will be to:

POSITION SUMMARY

The incumbent will be the primary interface for our select customers. This position will ensure select customers are properly set up and welcomed. In this role, the incumbent will respond to customer requests in a timely manner to answer questions and resolve issues. Act as the liaison between Customers and our labs, Technical Sales 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. Serving the unique needs of each account is critical to Mérieux NutriSciences’ overall success in growing the business.
This is a Hybrid Role

QUALIFICATIONS REQUIRED

• 1-2+ years experience in a Customer Service food, beverage or supplement industry with a BS/BA degree or equivalent work experience will be considered.
• A general knowledge of laboratory information management systems (LIMS), enterprise resource planning (ERP) / customer relationship management (CRM) software systems are recommended to complete data entry and result searches for the client.
• General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience.
• Must be able to communicate information related to testing methods and results to clients.
• 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, 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 clients of the company.

• Provide exceptional Customer Service while following Mérieux NutriSciences’ policies and best practices.
• Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer.
• 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 expectations, and follow up with solutions.
• Assists in communication/resolution of billing 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.
• Effectively communicate customer requirements and coordinate projects with internal departments.
• Initiate complaints and work with your manager to investigate the customer complaints in accordance with company Quality policy and SOPs.
• Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the LIMS, CRM, and Standard Operating Procedures (SOPs).
• 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.