Customer Care Representative Key Accounts

Job description

Customer Care Representative - Key Accounts

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 - Key Accounts 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 will be the primary interface for our Key Account customers.

This position will be responsible for Key Accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, the timely resolution of issues.

Key Accounts typically will have multiple locations and contact people.

The incumbent will serve as the single point of contact for customer care, acting as the liaison between Customers and our labs, Technical Sales Managers, Key Account 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.

The incumbent will also be responsible for ensuring the sales teams is advised of troubled areas, and proactively discuss and strategize to bring the account into good standing.

Serving the unique needs of each account is critical to overall success in growing the business.

Main activities:

Provide exceptional Customer Service while following Mérieux 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 Mérieux 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.

Communication:

Internal Interlocutors: The incumbent maintains frequent contact with management and personnel in customer care, labs, technical sales and Key account managers to obtain information and status updates in an effort to meet or exceed customer expectations.

External Interlocutors: Continual contact is maintained with customers to provide service, address concerns and answer related questions.

YOUR PROFILE

Knowledge:

Profile (required education/qualification and professional background): 

Advanced knowledge of food testing methods or scientific process obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is essential to provide support to the clients of the company.

Five (5) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience will be considered.

Required skills: 

Incumbent must be able to effectively communicate information related to testing methods and results to clients.

Advanced knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client.

Exposure to food processing or quality assurance is beneficial in this role.

Advanced 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.

This position requires 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.

Incumbent works to provide the highest quality experience to all customers of Mérieux NutriSciences.

Each situation is analyzed to determine the optimal course of action within the guidelines set by client 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 to provide quality service to the client.

Unique or difficult problems often require advice or guidance from the Key Account Manager prior to communicating with the client.

Resolution of problems often requires independent research and/or interaction with operations, key account manager or quality personnel prior to final communication with the client.

This individual must determine if client requests can be met and possible ways to provide and improve customer care.

Decisions must be made quickly to ensure that requirements of both the customer and the laboratory are met.

Recommendations are frequently made to the customer regarding services or testing to meet their needs.

Previous experience, Standard Operating Procedures (SOPs), and the supervisor provide guidelines to address each situation.

The incumbent depends on knowledge of laboratory operations and communication with laboratory personnel to stay informed of analysis progress.

Management (Size and characteristics of the team(s)):

The incumbent receives minimal supervision from the Customer Care Manager and therefore must be able to work independently.

The incumbent works toward specific goals and targets established to provide prompt and accurate service to the customer.

The incumbent is responsible for following company guidelines, customer care SOPs and policies.

Customer satisfaction will be affected by the decisions and delivery of information by the incumbent.

Work Environment: 

The position works in an administrative office or laboratory environment.

Occasional exposure to laboratory fumes, chemical, and materials may occur and protective laboratory coat 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 spent in a sitting position.

This position is responsible for helping to create a professional and positive work environment.

Minimal travel is required (approx 10- 15%).

Pay Range: $59,000 - $62,000/ Yr, depending on experience 

Schedule: Hybrid, 3 days a week onsite, Monday - Friday, 9AM - 5PM EST, occasional weekend rotation required 

WHY JOIN US?

Ready for the journey?

To apply please click on 'Apply now' button

Required Skill Profession

Information And Record Clerks