Bilingual Human DNA Customer Service Rep

Twin Guelph

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 Bilingual Human DNA Customer Service Rep in 335 Laird Rd, Suites 2, 3B, 4, 5, Guelph, ON N1G 4P7 CAN. Your mission will be to:

Position Summary

This position performs all procedures related to any of the DNA business (animal, paternity/immigration and/or forensic) customer service which includes dealing with client inquiries, quoting on work, case receipt, login, invoicing and follow up customer care. French speaking and writing required.

Essential Functions and Responsibilities

• Communicate: receive incoming calls from clients, potential clients, and vendors/subcontractors such as collection facilities. Answer client inquiries (non-technical), and offer expertise relating to analysis we perform. Quote on potential business. Emphasis on our DNA lab expertise and accreditation in order to gain the business/cases.

• Prioritize work and co-ordinate with co-workers in order to meet TATs for all cases in order to fulfill client's needs.

• Develop relationships with external clientele (ie: registries, embassies, lawyers etc.)

• Co-ordinate the collection and payment (including terms of payment) of all casework with clients and appropriate subcontractors and coordinate with Merieux Nutriscience Labs accounting department. This can include duties related to booking appointments, follow-up, bank deposits and credit card payment activities.

• Create invoices for all clients of the DNA departments and follow-up on outstanding accounts.

• Develop and maintain a network of collection sites around the world for paternity related business.

• Negotiate pricing agreements with vendors/subcontractors.

• Train DNA collectors and assist in the creation and implementation of training materials, as appropriate to all Merieux Nutriscience Labs authorized collectors.

• Conduct collections both on and off site.

• Monitor and provide support for account functions (such as outstanding accounts, contacting embassies etc.).

• Build business by attending/exhibiting sales and marketing events such as industry conferences.

• Co-ordinate the delivery/inventory of paternity business collection kits including the creation and delivery of home collection kits.

• Track domestic and overseas shipments including billing/costs.

• Prepare statistical reports on a weekly/monthly/quarterly basis.

• Deals with casework of a highly sensitive nature (extreme confidentiality and anonymity)

• Complies with Merieux Nutriscience Labs' quality system, and accreditation requirements of relevant accrediting bodies (SCC) by following the Quality Manual for the Department, all relevant SOPs and WIs and using and completing accurately all forms related to the required duties.

• Assist in the translation/reviews of reports, brochures, letters and forms of working as a bilingual CS representative.

• Other related duties as assigned.

• At all times, the incumbent must behave and operate in an ethical and Code of Conduct compliant manner.

YOUR PROFILE

Qualifications Required

• Three (3) plus years experience in Customer Service in the related field.

• Individuals will be required to perform tasks in a bilingual (English & French) setting.

• Customer Service Care Representative for the Human DNA business is required to obtain government security clearance.

• 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.

Qualifications Desired

• A general knowledge of DNA testing methods or scientific processes obtained from a degree or Diploma program in relevant science fields such as Forensic Science, Molecular Biology, Genetics, Biochemistry or direct relevant laboratory experience is preferred to provide support to the clients of the company.

• A college degree in Customer Care or university education in Biology/Genetics.

Physical Demands and Work Environment

• Regularly required to sit for long periods, use hands to type, handle documents, and operate office equipment.

• Occasionally required to stand, walk, and reach with hands and arms.

• May occasionally lift and/or move up to 10 pounds.

• Specific vision abilities required include close vision for computer work.

• Work is performed in a call center or office setting.

• The noise level is usually moderate due to phone conversations.

• May require extended hours, including evenings and weekends, to meet customer needs.

• Must adhere to customer service protocols and procedures.

Travel

• Minimal travel is required, primarily for training or company meetings.

• Travel is typically less than 10% of the time.

Compensation Range: $21 - $30 per hour (CAD) with company benefits and vacation time.

The information above provides a general overview and may vary based on specific job responsibilities, location, or other factors. Details will be clarified during the hiring process.

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 8200 fantastic team members, with plenty of opportunities to learn and share.

Ready for the journey?