Customer Care Representative - Core
 Merieux NutriSciences | |
vision insurance, paid time off, 401(k)
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 United States, Illinois, Chicago | |
 Mar 02, 2026 | |
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Customer Care Representative - Core Remote 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. YOUR DAY TO DAY LIFE We are looking for a Customer Care Representative - Core in USA. Your mission will be to: Position Summary As a Customer Care Representative you will be the primary interface for our core customers. You will work together with your team to ensure core 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 Coordinators and other functions as needed. You will be the first point of contact for leads. You will qualify, quote and manage opportunities for the Core accounts. Serving the unique needs of each account is critical to Merieux NutriSciences' overall success in growing the business. Standout candidates for this role will bring proven sales experience, a strong track record of measurable success, and a results-driven mindset demonstrated through consistent achievement in sales roles. Essential Functions and Responsibilities * CCRs will be expected to provide Customer Service based on the guidelines for select customers * Build and maintain productive collaborative relationships within the team and across the supported laboratories. * Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for select accounts. 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, and provide results and additional information that meets or exceeds the customer's expectations. * 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 and document all customer interactions in the customer relationship management (CRM) system. * 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. * Ensures that customer information updates are completed via the Customer Care Data Specialists. * Qualify incoming leads and ensure Select customers are transferred to the correct TSC * Manage the Core Product offering sales efforts to best meet sales goals for Merieux NutriSciences. * 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 initiative 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 * The incumbent depends on knowledge of laboratory operations and communication with laboratory personnel to stay informed of analysis progress. The incumbent maintains frequent contact with management and personnel in customer care, labs, and technical sales to obtain information and status updates in an effort to meet or exceed customer expectations. Resolution of customer's requests often requires internal interactions with Operations, technical services, Sales or management to find out the right information, understand, adapt and explain to the customers. * Frequent contact is maintained with customers to provide service, address concerns and answer related questions. YOUR PROFILE Qualifications Required * A general 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. Minimum 1 year experience in a Customer Service food or beverage industry. BS/BA degree or equivalent work experience will be considered. * Incumbent must be able to communicate information related to testing methods and results to clients. A general knowledge of LIMS and CRM software systems is recommended 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. This position requires good, 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.Incumbent works to provide the highest quality experience to all customers of Merieux NutriSciences. Each situation is analyzed to determine the optimal course of action within the guidelines set by client service management. 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. 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. General 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. * [Management Experience] Dotted line reports to the Director of Select Sales. The incumbent receives supervision from the Customer Care Manager, however must be able to work independently. The incumbent works toward specific goals and targets established with the supervisor 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. Success Factors / Job Competencies * Attention to Detail: Focusing on customer specifics. * Communication Skills: Clear and effective information exchange. * Customer Orientation: Prioritizing customer needs. * Multitasking Abilities: Handling multiple tasks. * Problem-Solving Skills: Resolving customer issues. * Product Knowledge: Understanding what is being serviced. * Team Collaboration: Working well with colleagues. * Time Management: Efficient use of time. * Consistent Service Standards: Maintaining high service quality. * Effective Issue Resolution: Quick problem-solving. * Efficient Handling of Inquiries: Managing customer requests well. * High Customer Satisfaction: Positive feedback from customers. * Low Complaint Rates: Few customer complaints. * Positive Feedback from Customers: Receiving client praise. * Strong Product Knowledge: Understanding product details. * Continuous Improvement in Customer Service Processes: Enhancing service methods. 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 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%). Travel * Minimal travel is required, primarily for training or company meetings. Unfortunately, we're unable to consider applicants from the following states for this position: AK, CT, HI, IA, KY, ME, MT, ND, NH, NM, RI, SD, VT, Compensation Package Overview:
Full Time Eligible Benefits Overview:
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