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Customer Care Key Account Floater

Zoek Pin Omaha, NE


Permanent (Full time)

Purpose (Objective):As a Customer Care Representative you will be the primary interface for our customers. You will be responsible for assisting with our Key accounts with responsibility for maintaining support during the absence of the scheduled Key Account CCR. This includes ensuring proper and timely communications are in place, the timely resolution of issues. Key accounts typically will have multiple locations and contact people. You will serve as the single point of contact for customer care. You will also act as the liaison between Customers and our labs, Technical Sales Managers, Key Account Managers and other functions as needed. You will assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function. You 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 our overall success in growing the activities: CCRs will be expected to provide exceptional Customer Service while covering for primary dedicated customer care representatives in times of absence, special assignments or overflow support. Ensure continuity of communications with the pods where coverage is provided. Build strong relationships with the customer?s primary contact, dedicated CCRs and all stakeholders by fully understanding their business, the markets they serve and the business issues that they may be looking for us for 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 CCRs 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. Assists in communication/resolution of billing issues and assist 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. 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) 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 initiative in the department. Perform other related duties as needed.

Posted 2 days ago

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