Research Services Customer Care Representative

Position Summary The incumbent will be the primary interface for our research services customers. This position will be responsible for properly setting up and welcoming clients, ensuring proper and timely communications are in place, the timely resolution of issues. It will also act as the liaison between Customers and our labs, Project Managers, Technical Sales Managers and other functions as needed. Serving the unique needs of each account is critical to Mérieux NutriSciences’ overall success in growing the business. Essential Functions and Responsibilities Provide exceptional Customer Service while following Mérieux NutriSciences’ policies and best practices Build and maintain productive collaborative relationships within the Food Science Center and across the organization to effectively support the customer. Plan, organize, and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all research services clients. 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 e-mail inquiries (including internal clients), identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectation, and follow up with solutions. Assists in tracking/communication/resolution of billing issues Contact customers with information regarding project initiation dates, test results that will be late or to clarify information about samples received at the Food Science Center and 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, Project Managers and Laboratory operations. Work with lab operations and the client to create and review SARFs. Review Certificate of Analysis (COA) and invoice inquiries 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. 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. 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) Field incoming leads and ensure they are transferred to the correct Research Project Manager. Support the management of due dates and TAT (turn around time) updates to the client and in LIMS. Support invoicing and data tracking of research services projects using Microsoft office and shared Google docs. 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. Communication Frequent 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, project managers and technical sales to obtain information and status updates in an effort to meet or exceed customer expectations.