Life Sciences Customer Success Specialist

Meridian Bioscience Inc.; Memphis (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

Meridian Bioscience Inc. is seeking a Customer Service Specialist in Memphis to manage order fulfillment from quote to shipment and deliver exceptional customer service.

You will handle order entry, inquiries, and problem resolution to maximize sales opportunities and customer satisfaction. The role requires strong MS Office and CRM skills, familiarity with INFOR/XA and Salesforce, and the ability to work in a fast-paced life sciences environment.

Qualifications

• Bachelor's degree in Biology, Molecular Biology, Life Sciences, Business Administration, Information Systems, or 4+ years of customer service experience in a related industry required.
• Advanced degree (MS, PhD, MBA) or 5+ years of global customer service experience in a related industry preferred.
• 2+ years of customer service, marketing, or inbound sales experience preferred.
• Complete Proficiency in Microsoft Office and database systems required
• INFOR/XA and SalesForce experience a plus.

Responsibilities

• Order entry management, customer support, management of the entire order fulfillment process to ensure flawless execution on any orders/projects, and effective complaint resolution.
• Answer phone calls and customer service emails daily and escalated when appropriate
• Manage the MLS inbox and route customer inquiries to appropriate channels
• Manage and assign CRM Tech Support cases
• Monitor Open Orders and document trends to assist in the review of re-order points
• Manage and assign internal inquiries to ensure response time is within 24 hours
• Partner with Commercial Sales Team to grow accounts
• Participate in training related to product lines, systems, corporate account strategies, territory strategies, and MLS strategy
• Account Setup Process to include, but not limited to: open and support customer accounts and assist in gathering all pertinent account information
• Handle or direct customer billing issues, technical/quality problems, etc.
• Assist in customer proposals, price negotiations, and special projects
• Develop and maintain high value relationships with MLS clients
• Resolve basic questions and answer customer queries such as supplying Sales Team contact information
• Accepts responsibility for Order Processing/Customer Service and adheres to Meridian's policies
• Build sustainable relationships of trust through open communication
• Support resolving customer outstanding/overdue payment as needed
• Log records of customer interactions in CRM
• Assist with placement of orders, refunds, or exchanges
• M ake full use of XA, MasterCONTROL, CRM, etc.
• Additional responsibilities as required

Skills

Customer service

Communication

Organization

Problem solving

Education

Bachelor's degree in Biology/Life Sciences or related field

Advanced degree preferred

Tools

Microsoft Office

Salesforce

INFOR/XA

Job description

Meridian Bioscience Inc. is seeking a Customer Service Specialist in Memphis to manage order fulfillment from quote to shipment and deliver exceptional customer service.

You will handle order entry, inquiries, and problem resolution to maximize sales opportunities and customer satisfaction. The role requires strong MS Office and CRM skills, familiarity with INFOR/XA and Salesforce, and the ability to work in a fast-paced life sciences environment.