Customer Care Representative

Customer Care Representative

Newbridge

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 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 Customer Care Representative in Athgarvan Road, Newbridge, Co. Kildare, Newbridge W12W951 IRL. Your mission will be to:

Provide the best possible customer experience in accordance with Mérieux NutriSciences policies and best practices. Responsible for building customer excellence, ensuring service level agreements are in place and customer queries are escalated to relevant departments efficiently. Seek information and input from the relevant departments to enhance the customer experience.

• 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.

YOUR PROFILE

• 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.

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 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.

Ready for the journey?

To apply please click on 'Apply now' button

• 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.