Customer Service Specialist

Meridian Bioscience, Inc.•Memphis, TN

9d•Onsite

About The Position

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems. 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.

Requirements

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.
Complete Proficiency in Microsoft Office and database systems required

Nice To Haves

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.
INFOR/XA and SalesForce experience a plus.
Familiarity with Harmonized Codes and USDA IREGS preferred.
Experience working within ISO 13485 or similar quality environment.
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

Responsibilities

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.