Program Manager Research Services

Mérieux NutriSciences - North America; Mississauga; Hybrid; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Pension plan with employer matching

Employee Assistance Program (EAP)

Tuition reimbursement

Competitive salary

Professional development opportunities

Job summary

Mérieux NutriSciences - North America in Mississauga, ON is seeking a Program Manager for Research Services. The role focuses on organizing and managing client programs, coordinating with internal teams, and ensuring customer satisfaction. Hybrid work arrangement with occasional visits to Markham.

You will leverage LIMS and CRM systems to maintain client data, track metrics, and support onboarding and project delivery. A BS in a related field with relevant experience is required.

Qualifications

• BS in a related field with 2 years of experience.
• Strong verbal and written communication with clients.
• Advanced knowledge of LIMS and CRM software.
• Experience in food or beverage customer service.
• Excellent multitasking and attention to detail.

Responsibilities

• Organize, schedule, and manage multiple client programs and projects.
• Monitor program metrics and coordinate corrective actions with internal and external teams.
• Maintain knowledge of client programs and goals and translate them to actions.
• Provide exceptional customer service and coordinate with departments such as Sales and Operations.
• Assist in onboarding, account setup, and data management in LIMS/CRM.
• Respond to client inquiries by phone and email and relay requirements to relevant teams.

Skills

Customer Service

Communication

LIMS knowledge

CRM software

Data entry

Multitasking

Attention to detail

Education

BS in related field

Tools

LIMS

CRM

Job description

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 32 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.

Mississauga

Permanent

YOUR DAY TO DAY LIFE

We Are Looking For a Program Manager Research Services In 6665 Millcreek Dr, Unit 2, Mississauga, ON L5N 5M4 CAN. Your Mission Will Be To

This position will main be based at our Mississauga location with 1-2 times per week in our Markham location.

Main Activities

• Organize, schedule, and manage multiple activities that will allow our company to meet the objectives of the assigned client’s program including the main programs as well as special projects. These activities may include detailed scheduling with targeted product testing per week or per month, the use of internal or external product shoppers or retrieval methods, coordinating with large numbers of the suppliers to procure samples, etc. Use processes and systems to enable laboratories to establish strong relationships with our client by identifying and meeting client needs using all company services.
• Focus on how our activities will match up and meet the client expectations. Evaluate shortfalls in the program metrics and work with internal management as well as external suppliers to perform corrective actions which will improve the program metrics. Maintain metrics about the performance of various activities internally about how they compare to the goals that the client has established. Report and summarize metrics regularly. The metrics may include things like % of on-time sample submissions, % of tests completed, % of suppliers in compliance, etc.
• Develop and maintain detailed knowledge of the client’s program and goals. This may require deep knowledge of the client’s specification and other databases and systems. Understand and be able to explain how the client goals are translated into activities on our side.
• Provide exceptional Customer Service while following Mérieux NutriSciences’ policies and best practices. Build strong relationships with our client’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.
• This position may be responsible for planning, organizing, and ensuring proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. This position may be 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 our client’s 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.
• This position may need to proactively review our client’s 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.
• Maintain our client’s information in Mérieux NutriSciences’ databases ( including but not limited to: LIMs and CRM)
• This position may need to work with Corporate Client Services to coordinate the management of all of our client’s sites as well as supplier sites.
• 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 relevant Standard Operating Procedures (SOPs).
• Serve as an in-house consultant on projects or in areas of expertise.
• Perform other related duties as needed.

YOUR PROFILE

Profile: BS in a related field with 2 yrs experience

Required Skills

• Ten (10) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience will be considered.
• 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.

Management

None

Work Environment

Office environment with moderate noise (i.e. computers, phones, printers and light traffic). Must have the ability to work at a computer station for an extended period of time.

Compensation

Compensation: $70000-80000 annually

Benefits

Full-time, permanent role offering:

• Employer-paid health, dental, and vision benefits
• Employer-matching pension plan
• Employee Assistance Program (EAP) to support your wellbeing
• Tuition Reimbursement Program for continuing education
• Competitive salary based on experience
• Professional development opportunities

Our Commitment to Diversity and Inclusion

Merieux Nutrisciences is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace. We welcome applications from all qualified candidates, including women, Indigenous peoples, persons with disabilities and visible minorities.

We are also committed to providing accommodations during the hiring process. If you require an accommodation, please let us know when you apply, and we will work with you to meet your needs.

Vacancy Status : This posting is for an existing vacancy within our organization and a successful candidate will start as soon as possible.

Artificial Intelligence (AI) Disclosure : We use AI tools to assist in the screening, assessment, and selection of applicants. While these tools support process efficiencies, all final hiring decisions are made by our human recruitment team.

Candidate Communication Guarantee : If you are selected for an interview, we will notify you of whether a hiring decision has been made within 45 days of your final interview.

Equal Opportunity & Accessibility : Our company is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace. We welcome applications from all qualified candidates, including women, Indigenous peoples, persons with disabilities, and visible minorities. We are also committed to providing accommodations throughout the hiring process and providing job postings in alternative formats upon request. If you require an accommodation, please let us know at any point during the application process, and we will work with you to meet your needs.

General Disclaimer : Salary info on third-party sites may be estimated. The official compensation range for this role is included in the body of this posting. We offer competitive wages and a total rewards package to be discussed during the interview. We do not require "Canadian Experience" for any role.

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 60 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 10,000 fantastic team members, with plenty of opportunities to learn and share.