Customer Care Representative- Talent Pipeline (Canada)

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. ** This position has the ability to sit remotely 2 days a week and 3 days onsite. Preferred locations would be near one of our lab locations which include: Markham, ON Burnaby, BC Montreal, QC **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 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.