Customer Care Representative Select Allentown 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 Select in 6390 Hedgewood Dr, Allentown, PA 18106 USA. Your mission will be to: Purpose (Objective): The incumbent will be the primary interface for our select customers. This position will ensure select customers are properly set up and welcomed. In this role, the incumbent will respond to customer requests in a timely manner to answer questions and resolve issues. Act as the liaison between Customers and our labs, Technical Sales 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. Serving the unique needs of each account is critical to Merieux NutriSciences' overall success in growing the business. Main activities: *Provide exceptional Customer Service while following Merieux NutriSciences' policies and best practices. *Build and maintain productive collaborative relationships within the team and across the supported laboratories. *Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for select accounts. Works with the Customer Care Technicians to ensure proper 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. *Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations. *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 customer relationship management (CRM) system. *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. *Ensures that customer information updates are completed via the Customer Care Technicians. *Field incoming leads and ensure they are transferred to the correct TSM *Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and Standard Operating Procedures (SOPs). *Support corporate quality and proactively participate in continuous improvement initiatives in the department. *Perform other related duties as needed. YOUR PROFILE Profile: *One (1) plus years experience in a Customer Service food or beverage industry *BS/BA degree or equivalent work experience will be considered Required skills: *A general knowledge of food testing methods or scientific processes. *Must be able to communicate information related to testing methods and results to cli