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Customer Care Representative - Premier
 Merieux NutriSciences | |
vision insurance, paid time off, 401(k)
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 United States, Illinois, Chicago | |
 Jan 08, 2026 | |
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Customer Care Representative - Premier 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 - Premier in USA. Your mission will be to: Position Summary The incumbent will be the primary interface for our premier customers. This position will be responsible for a select group of accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, and the timely resolution of issues. It will also act as the liaison between Customers and our labs, Technical Sales Managers and other functions as needed and assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function. 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 department and across the organization to effectively support the customer. * 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 LIMS / enterprise resource planning (ERP) / customer relationship management (CRM) and any other system set ups critical to customer management. Actively participate in customer meetings and customer projects as needed. * Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectation, and follow up with solutions. * Assists in communication/resolution of billing issues * Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the CRM system. * Effectively communicate customer requirements and coordinate projects with internal departments. * 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, ERP and CRM) * Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers. * Participate in annual training certification to maintain working knowledge of tools required to perform the job. * Support corporate quality and proactively participate in continuous improvement initiatives 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 * Regularly communicates with customers to discuss information related to testing methods and results. Represents the company in customer meetings and provides excellent customer service. * Collaborates with other internal team members in cross-functional teams to ensure effective execution of tasks, exchange of information, and teamwork in daily operations. YOUR PROFILE Qualifications Required * Three (3) plus years experience in a Customer Service food, beverage or supplement industry with a BS/BA degree or equivalent work experience will be considered. * A general knowledge of laboratory information management systems (LIMS), ERP and CRM software systems are required to complete data entry and result searches for the customer. * General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience. * Must be able to communicate information related to testing methods and results to clients. * Interpersonal skills are required for this position in order to build and maintain relationships within the organization and with external customers. * This position requires exceptional, verbal and written communication skills to interact with customers and colleagues. * Multi tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role. Qualifications Desired * A general knowledge of food or supplement testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is preferred to provide support to the customers of the company. * Some exposure to food or supplement processing or quality assurance is beneficial in this role. Success Factors / Job Competencies * Incumbent works to provide a high quality experience to all customers of Merieux NutriSciences. Each situation is analyzed to determine the optimal course of action within the guidelines set by customer care 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 customer. Unique or difficult problems often require advice or guidance from the Supervisor or Manager prior to communicating with the customer. Resolution of problems often requires independent research and/or interaction with operations, technical services or corporate personnel prior to final communication with the customer. * This individual must determine if customer 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 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. 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. Travel * The role may require minimal travel (approx 5- 10%). Pay Range: $50,000 - $71,000/ Yr, depending on experience Full Time Eligible Benefits Overview: WHY JOIN US?
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