Customer Care Representative

• Maintain a structured approach to Client Relationship Management, ensuring regular engagement and support for key accounts.
• Manage customer requests for quotations, contact them to investigate their technical needs and, prepare quotations in collaboration with the sales team.
• Liaise with the laboratory teams to verify analytical data, provide result interpretation and respond to customers efficiently.
• Take ownership of all customer queries, through to resolution in line with Mérieux policies.
• Maintain a strong focus on Customer Excellence by effectively managing communication tools, including telephone calls and emails; Offering helpful and accurate information to manage and grow account base, sales activities and develop customer relationships.
• Ensure that customer complaints are accurately logged in the CCNC system and take necessary follow-up actions to resolve issues, ensuring improvements to customer satisfaction and service delivery.
• Monitor and track Key Performance Indicators (KPIs) for nominated accounts, to evaluate service efficiency and client satisfaction.
• Present KPI reports during business review meetings with key clients, ensuring data-driven insights contribute to service improvements.
• Maintain knowledge of all Mérieux NutriSciences IT systems, including Salesforce, MyMXNS, LIMS and any other database used, and stay up-to-date on all presentations.
• Provide training and onboarding support for the myMXNS platform, guiding clients through test requirements, test lists, and product specifications.
• Develop and maintain personal technical expertise relating to product safety and quality programs, and of all Mérieux NutriSciences's services.
• Set-up customer profiles and test codes within the LIMS system to ensure seamless processing and tracking of samples.
• Provide regular updates to the line manager regarding the status of daily operations, ensuring effective communication and timely reporting of progress.
• Contribute to the ongoing improvement of customer experience by identifying areas for enhancement and implementing changes approved by the manager as necessary.

• Minimum of 2 years' experience in customer care/services.
• Bachelor degree in Food Science, Food Chemistry, Food Technology, Food Nutrition or related fields.
• Knowledge of the food testing, inspection and certification industry is a distinct advantage.
• A broad knowledge of food safety programs and systems is necessary including environmental monitoring, finished product sampling, HACCP, food microbiology, food chemistry, and research capabilities.
• Strong organisational and problem-solving skills with the ability to prioritise tasks and work to deadlines.
• Excellent interpersonal skills and telephone manner.
• Outstanding communication and presentation skills.
• Entrepreneurial spirit with a hands-on approach to problem-solving and team building.
• IT proficiency with the ability to learn new systems efficiently.

• 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 50 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 9000 fantastic team members, with plenty of opportunities to learn and share.

Mérieux NutriSciences