Job Description

Markham



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 - 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 Merieux NutriSciences' overall success in growing the business.

This is a Hybrid Role

Candidates in the Burnaby, BC area are also eligible to apply.

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.

Essential Functions and Responsibilities

Provide exceptional Customer Service while following Merieux 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.

Communication

Maintain frequent contact with Customer Care management and other internal departments to obtain information and status updates in an effort to meet or exceed customer expectations.

Frequent contact is maintained with customers to provide service, address concerns and answer related questions.

YOUR PROFILE

Success Factors / Job Competencies

The incumbent works to provide a high-quality experience to all customers of Merieux NutriSciences. The individual should be able to follow established procedures and think critically when faced with routine inquiries. Accuracy and attention to detail are important to ensure the information provided to customers is up-to-date and correct. For unique or complex issues, the incumbent will seek advice or guidance from a Supervisor or Manager before responding. Problem resolution may require research or collaboration with operations, technical services, or other departments before providing a final response to the customer.

This individual will support determining if customer requests can be met and assist in identifying ways to improve customer care. Decisions will be made under the guidance of internal resources and using Standard Operating Procedures (SOPs) to ensure both customer and laboratory needs are met. The role involves providing basic recommendations to customers about services or testing. The incumbent will rely on clear instructions, SOPs, and communication with the team to stay updated on the progress of analyses and to respond to customer inquiries effectively.

The incumbent receives guidance from the Customer Care Manager but is expected to work independently as they gain experience. The incumbent will work towards specific goals and targets set with the manager/supervisor to deliver prompt and accurate service to customers. The incumbent will be responsible for following company guidelines, customer care procedures, and policies. The incumbent decisions and communication will directly impact customer satisfaction, so attention to detail and clear communication are key.

Physical Demands and Work Environment

The position works in an administrative office or laboratory environment. Occasional exposure to laboratory fumes, chemicals, and materials may occur and a 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.

Travel

The role may require minimal travel (approx 0- 5%).


Compensation Package Overview:

Compensation Range $22.91 - $25 annual salary/ hourly CAD


Full Time Eligible Benefits Overview:

Comprehensive medical, dental, and vision insurance plans. Generous vacation package to support work-life balance following state and local ordinances. The information above provides a general overview and may vary based on specific job responsibilities, location, or other factors. Details will be clarified during the hiring process.

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?