Customer Care Expediter

Burnaby

Permanent

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

Position Summary

We are looking for a Customer Care Expediter in #106- 8255 North Fraser Way, Burnaby, BC V3N OB9 CAN. Your mission will be to:

The incumbent is responsible for managing customer order issues and information requests between specified laboratories and customer care. May be assigned special projects to improve submission data, process or expedite communications. They will act as a backup for Customer Care Select or Sample Receiving as needed.

Essential Functions And Responsibilities

• Primary interface for lab requests requiring Customer Care assistance. Must work with customer care representatives and customers to ensure requests are responded to in a timely manner.
• Responsible for monitoring and expediting Tier 2 requests for the lab. Ensuring they are completed in accordance with the urgency level indicated
• Responsible for the management of the Sample Hold Process to ensure that lab samples that have been placed on hold are properly addressed. They will assist in managing the Sample Hold tracking spreadsheet and resolving sample issues that prevent proper processing.
• Duties included adding program / products
• Resolving any sample condition issues
• Ensuring updates to SARFs are corrected and distributed back to customers to prevent reoccurrence.
• Support sample receiving with pre logging assistance
• Special projects to assist lab and customer care departments with process enhancements to improve customer responsiveness
• May interact with clients by identifying their requirements and addressing their needs such as sample pick-up, literature,

turn-around-time commitments, etc.

• Support corporate quality and continuous improvement process.
• Track brokered/subcontracted samples to make sure testing is being performed according to expected Turnaround Times.
• Assist in the pulling of SARF’s and other documents as a result of client requests and subpoenas.
• Other related duties as assigned.
• At any time, the incumbent must behave and operate in an ethical and Code of Conduct compliant manner.

Communication

• Regular contact with operations and customer care personnel is necessary to locate information pertaining to client samples and testing performed.
• Regular contact with the lab customers to verify information or obtain missing information so that records are accurately maintained.

YOUR PROFILE

Qualifications Required

• A general knowledge of food testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is preferred to provide support to the clients of the company.
• 1-2+ years experience in a Customer Service food or beverage industry
• This position requires a broad knowledge of personal computer software and data entering skills to input data into the LIMS and generate special reports.
• A basic knowledge of microbiology and chemistry is helpful to effectively assign proper sample and test codes.
• Organizational skills are required to keep track of all communications and documentation.
• Time management skills are useful to ensure that we are responsive to lab requests.
• Written and oral communication skills are essential to obtain or clarify requests with the lab and the customers.

Physical Demands and Work Environment

• The incumbent works in an office setting with proper temperature and lighting control. This position must be able to lift packages ranging from 10-50 pounds to complete job tasks. The incumbent can expect extended time spent in a sitting position. Physical dexterity is necessary to effectively manipulate a keyboard.

Compensation: $26.93 - $28.00 hourly USD

Full Time Eligible Benefits Overview

• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (PTO) package to support work-life balance following state and local ordinances.
• Optional 401(k) plan with employer matching contributions.

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 60 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 10,000 fantastic team members, with plenty of opportunities to learn and share.

Ready for the journey?

To apply please click on 'Apply now' button