at Silliker, Inc in CreteCrete, Illinois, United States
Job Description
Customer Care Representative - GKA
Burnaby
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 - GKA in #106- 8255 North Fraser Way, Burnaby, B.C. V3N OB9 CAN. Your mission will be to:
As a Customer Care Representative (CCR) you will be the primary interface for our Key Account customers. This position will be responsible for Key Accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, the timely resolution of issues. Key Accounts typically will have multiple locations and contact people. The incumbent will serve as the single point of contact for customer care, acting as the liaison between Customers and our labs, Technical Sales Managers, Key Account 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. The incumbent will also be responsible for ensuring the sales teams is advised of troubled areas, and proactively discuss and strategize to bring the account into good standing. Serving the unique needs of each account is critical to overall success in growing the business.
Provide exceptional Customer Service while following Merieux NutriSciences' policies and best practices and developing new practices to advance our services.
Build strong relationships with the customer'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. Act as a mentor to junior Customer Care Representatives.
Plan, organize, and ensure 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 laboratory information management system (LIMS) / CRM / ECN /myMXNS and any other system set ups critical to customer management. Actively participate in customer meetings and customer projects as needed.
Answer customer 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.
Proactively review the customer 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.
Contact customers 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.
Review the first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested. Ensure that customer's unique requirements are understood at the labs and properly documented.
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. Review complaint trends and ensure reoccurring issues are being addressed. 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.
Maintains Customer information in Merieux NutriSciences' databases ( including but not limited to: LIMs and CRM)
As the signal point of contact for key accounts you will be responsible for providing a 360 degree view of the account in its entirety. Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers.
Participate in annual training... For full info follow application link.
Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities
