Customer Service Specialist

Job Summary

The Customer Service team is responsible for managing the order fulfillment process from quote to shipment and all related customer communications. Handles all tasks related to supporting and nurturing our Life Science customers to meet or exceed monthly and annual sales goals. Critical tasks include order entry, order management, customer support, complaint resolution, and commercial sales team support.

The Customer Service Specialist is pivotal in managing the order fulfillment process from quote order receipt to shipment, with a strong emphasis on exceeding customer expectations and enhancing customer experience. The successful candidate will ensure flawless execution of orders/projects and effective complaint resolution, thereby maximizing market share and sales opportunities.

Key Duties

Major Duties and Responsibilities

Key responsibilities include, but not limited to:

• Order entry management, customer support, management of the entire order fulfillment process to ensure flawless execution on any orders/projects, and effective complaint resolution.
• Answer phone calls and customer service emails daily and escalate when appropriate
• Manage the MLS inbox and route customer (internal and external) inquiries to appropriate channels
• Manage and assign CRM Tech Support cases
• Monitor Open Orders and document trends to assist in the review of re-order points
• Manage and assign internal inquiries to ensure response time is within 24 hours
• Partner with Commercial Sales Team to grow accounts.
• Participate in training related to product lines, systems, corporate account strategies, territory strategies, and MLS strategy.
• Account Setup Process to include, but not limited to: open and support customer accounts and assist in gathering all pertinent account information.
• Handle or direct customer billing issues, technical/quality problems, etc. to proper area utilizing internal inquiry process.
• Assist in customer proposals, price negotiations, and special projects.
• Develop and maintain high value relationships with MLS clients.
• Resolve basic questions and answer customer queries such as supplying Commercial Sales Team contact information, answering product information questions, etc.
• Accepts responsibility for Order Processing/Customer Service and communicates and maintains adherence to Meridian's corporate policies and procedures
• Build sustainable relationships of trust through open and interactive communication both internally and externally.
• Support resolving customer outstanding/overdue payment as needed.
• Log records of customer interactions, queries, and issues in CRM database
• Assist with the placement of orders, refunds, or exchanges, as needed.
• Makes full use of all company systems such as XA, MasterCONTROL, CRM, etc.
• Additional responsibilities as required based on company need.

Other Duties/Physical Requirements

• Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
• Must be able to analyze and concentrate routinely throughout the course of the workday.
• May be required to sit for long periods of time through the course of the workday.
• Must be able to adhere to applicable safety practices for the site.

Qualifications

Minimum Education or Equivalent Experience Required/Preferred

• Bachelor's degree in Biology, Molecular Biology, Life Sciences, Business Administration, Information Systems, or 4+ years of customer service experience in a related industry required.
• Advanced degree (MS, PhD, MBA) or 5+ years of global customer service experience in a related industry preferred.
• 2+ years of customer service, marketing, or inbound sales experience preferred.
• Complete Proficiency in Microsoft Office and database systems required
• INFOR/XA and SalesForce experience a plus.
• Familiarity with Harmonized Codes and USDA IREGS preferred.
• Experience working within ISO 13485 or similar quality environment.

Competencies Required or preferred

• Strong organizational, time management, and multitasking skills.
• Excellent written and verbal communication skills.
• Outstanding customer service and interpersonal skills with the ability to collaborate cross-functionally.
• Analytical and problem-solving abilities with sound judgment and decision-making skills.
• Ability to prioritize inquiries and respond appropriately while maintaining strict confidentiality.
• Self-motivated, adaptable, and quick to learn new concepts.
• Knowledge of quality management and regulatory requirements in Life Sciences/Diagnostics preferred.
• Process improvement mindset.
• Excellent problem solving and teamwork abilities: the ability to work within an international team
• Must be able to work hours outside the typical workday to support departmental needs (including evenings and weekends) to ensure departmental goals are met

Required Travel %

• Less than 10%

*All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. (USA Only)*