Research Services Customer Care Representative Mérieux NutriSciences

•

Crete Science Center Location:

Crete, IL Job Type:

Full-Time, Regular Schedule:

Monday-Friday, 8:00 AM-5:00

PM Salary Range:

$47,000

• 52,000 per year Make an Impact in Food Safety and Public Health At Mérieux NutriSciences, we help make food systems safer, healthier, and more sustainable .

As a global leader in testing and scientific solutions, we partner with customers across the food, environment, and consumer goods industries to help prevent health risks and protect public health. We are looking for a Research Services Customer Care Representative to join our Crete Science Center team. This is a great opportunity for someone who enjoys helping customers, solving problems, staying organized, and working closely with multiple teams in a scientific and laboratory environment. You don't have to be a scientist to succeed in this role. A background in Food Science, Microbiology, Chemistry, laboratory operations, or another science-related field is a plus, but it is not required . What You'll Do As a Research Services Customer Care Representative, you will be a primary point of contact for research services customers and serve as a bridge between customers and our internal laboratory, project management, sales, and technical teams.

Your responsibilities will include:

Provide professional, responsive, and exceptional customer service by phone and email. Welcome and onboard new research services clients and ensure accounts, programs, and testing information are set up accurately and on time. Listen to customer needs, identify requirements, research solutions, and follow through to resolution. Communicate project updates, testing results, delays, project initiation dates, and sample-related questions to customers. Coordinate customer requirements with Customer Care, Sales, Project Managers, Laboratory Operations, and other internal teams. Maintain accurate customer and project information in systems such as LIMS, CRM, and other company databases. Assist with billing questions, invoicing, and project data tracking. Review customer questions regarding Certificates of Analysis (COAs), testing, and reporting requirements. Assist with customer complaints and investigations while following company quality policies and Standard Operating Procedures (SOPs). Track project due dates and turnaround times (TAT) and communicate updates to customers. Field incoming leads and direct them to the appropriate Research Project Manager. Support Sales and other Customer Care team members as needed, including occasional customer visits or team coverage. Participate in training and continuous improvement initiatives. Perform other related duties as needed. What We're Looking For The ideal candidate is professional, detail-oriented, dependable, and comfortable thinking on their feet . You should enjoy solving problems, communicating with people, and taking ownership of customer needs from beginning to end.

Key skills for success:

Critical thinking

• You can evaluate information, ask the right questions, and determine the best next step. Problem solving
• You can investigate issues, work with others to find solutions, and follow through until the customer receives an answer. Attention to detail
• You understand that accurate information, documentation, data entry, and follow-up matter. Communication
• You communicate clearly and professionally with customers, coworkers, and cross-functional teams. Professionalism
• You represent the company well and remain calm and solutions-focused when handling questions or concerns. Organization and prioritization
• You can manage multiple requests, deadlines, and projects while maintaining accuracy. Independence
• You are comfortable working with general direction and taking ownership of your responsibilities. Teamwork
• You enjoy collaborating with laboratory, project management, sales, and customer care teams.

Preferred Qualifications 3+ years of customer service experience, preferably in the food, beverage, laboratory, scientific, or related industries. Bachelor's degree or equivalent relevant work experience. Experience or familiarity with Food Science, Microbiology, Chemistry, laboratory operations, food processing, or quality assurance is a plus, but not required . Familiarity with LIMS, CRM, or other database systems is preferred. Experience with Microsoft Office, spreadsheets, word processing, and data management. Strong written and verbal communication skills. Ability to multitask, prioritize, and provide consistent follow-up. Why This Role Matters In this position, your communication and problem-solving skills directly impact the customer experience. You'll work closely with laboratory and technical teams to understand what's happening with projects and ensure customers receive accurate, timely, and professional communication . You'll also have the opportunity to learn about laboratory testing, scientific processes, and the food safety industry while building valuable experience in a global organization. Work Environment This position is primarily based in an administrative office or laboratory environment. The role involves extended periods of sitting and computer use. Occasional visits to laboratory areas may involve exposure to laboratory fumes, chemicals, or materials; appropriate protective equipment, including a laboratory coat and safety glasses, is required when visiting laboratory facilities. Minimal travel may be required, approximately 5-10% .

Compensation & Benefits Salary:

$47,000

• 52,000 annually

Benefits:

Medical, dental, and vision insurance Paid time off (PTO) 401(k) plan with employer matching contributions Opportunities for professional development and growth

Job Type:

Full-time Pay:

$47,000.00

• $52,000.

00 per year

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance Application Question(s): Will you now or in the future require employer visa sponsorship?

Education:

High school or equivalent (Required)

Experience:

Customer service: 3 years (Preferred) Food industry: 3 years (Preferred) Ability to

Commute:

Crete, IL 60417 (Required)

Work Location:

In person