Client Care Liaison — Research Services

Merieux NutriSciences; Crete (IL); On-site; Full time

Job description

Research Services Customer Care Representative

Crete Science Center

Regular (US Only)

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 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.

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 Research Services Customer Care Representative in 3600 Eagle Nest Dr, Crete, IL 60417 USA. Your mission will be to:

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 Merieux NutriSciences' overall success in growing the business.

Essential Functions and Responsibilities

• Provide exceptional Customer Service while following Merieux 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 Merieux 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.

YOUR PROFILE

Qualifications Required

Three (3) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience is desired. 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 preferred to provide support to the clients of the company. The incumbent must be able to communicate information related to testing methods and results to clients. A general knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client. 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 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 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. Unique or difficult problems often require advice or guidance from the Supervisor or Manager prior to communicating with the client. Resolution of problems often requires independent research and/or interaction with operations, technical services or corporate 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.

The incumbent receives general supervision from the Research Project 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.

Physical Demands and 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.

The role may require minimal travel (approx 5-10%).

Compensation Package Overview

Compensation Range: $47,000-52,000 annual

Full Time Eligible Benefits Overview

• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (PTO) package to support work‑life balance following state and local ordinances.
• Optional 401(k) plan with employer matching contributions.

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 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.

Ready for the journey?

To apply please click on 'Apply now' button.