Experienced Customer Care Representative - Science (US) - Food Safety and Quality Assurance

As a Customer Care Representative - Science (US) at arenaflex, you will play a vital role in ensuring the success of our Public Health mission to make food systems safer, healthier, and more sustainable. With a strong focus on customer satisfaction and a passion for science, you will be the primary interface for our customers, working closely with your team to provide exceptional service and support.

About arenaflex

arenaflex is a trusted partner in the food safety and quality assurance industry, with a global network of 27 countries and a rich history of innovation and growth. With over 40 acquisitions completed in the last 10 years, we have established ourselves as a leader in the industry, offering a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment, and consumer goods.

Your Day-to-Day Life

As a Customer Care Representative - Science (US), your mission will be to:

• Be the primary interface for our customers, working together with your team to ensure customers are properly set up and welcomed.
• 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.
• Assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function.
• Serve the unique needs of each customer, critical to arenaflex' overall success in growing the business.

Key Responsibilities

* Provide exceptional customer service based on guidelines for assigned customers, while following arenaflex' policies and best practices.

• Build and maintain productive collaborative relationships within the team and across the supported laboratories to effectively support the customer.
• Responsible for proper execution of the welcoming and onboarding process in a consistent, professional, and timely manner for all assigned accounts.
• 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.
• Answer customer phone and email inquiries.
• Identify customer requirements, provide results, and additional information specific to Chemistry and Microbiology testing that meets or exceeds customer needs.
• Assist in communication/resolution of billing issues.
• Ensure customers are informed with information regarding test results that will be late or are out-of-specification.
• Document all customer interactions in the customer relationship management (CRM) system.
• Effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Care, Sales, and Lab operations.
• Review the first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested.
• Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs.
• Responsible and authorized to identify departures from quality systems or procedures and document in accordance with SOPs in the global complaint system.
• Provide support to the Sales teams and other CCR team members. This may include customer visits or backup support for other team members.
• Maintain Customer information in arenaflex' databases (LIMS and CRM).
• Identify cross-selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers.
• Qualify 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

* A general knowledge of food testing methods or scientific processes obtained from a degree in Chemistry (preferred), Microbiology, Food Science, or direct relevant laboratory experience is preferred to provide support to the customers of arenaflex.

• Three (3) plus years experience in a Customer Service food or beverage industry.
• Laboratory experience, specializing in Chemistry, is desired. BS/BA degree or equivalent work experience will be considered.
• A clear understanding of Chemistry testing methods as a priority, and will need to be able to communicate information related to testing methods and results to clients in an efficient and timely manner.
• A general knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client.
• Strong computer skills, including Microsoft Office are required.
• Some exposure to food processing or quality assurance is beneficial in this role.
• General knowledge of personal computer operation is necessary including spreadsheet, word processing, and relational database experience.
• Interpersonal skills are required for this position in order to build and maintain relationships within the organization and with external clients.
• Exceptional, verbal and written communication skills to interact with clients and colleagues.
• Multi-tasking, prioritization, superior follow-up skills, and attention to detail are also required for success in this role.

Why Join arenaflex?

* 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.

Compensation and Benefits

* Competitive salary range: $47,000 - $66,000

• 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.

Ready for the Journey?

If you are a motivated and customer-focused individual with a passion for science and a desire to make a difference in the food safety and quality assurance industry, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job