Customer Care Representative Premier

Customer Care Representative Premier

Burnaby

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 Premier in #106- 8255 North Fraser Way, Burnaby, B.C. V3N OB9 CAN. Your mission will be to:

Be the primary interface for our Premier customers. You will work together with your team to ensure Premier 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 (TSM) 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 Mérieux NutriSciences’ overall success in growing the business.

• This is a hybrid position **

Main activities:

• Provide exceptional Customer Service based on guidelines for assigned customers, while following Mérieux 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 Mérieux 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 and supplement 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 supplement 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.

The pay range for this role is $25 – $28 CAD

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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