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.
Customer Support Specialist (II) handles all tasks related to supporting and nurturing our China based Life Science customers to meet or exceed monthly and annual sales goals. Critical tasks include (but are not limited to): order management, customer support, business development support. This role will support all intercompany sales ordering processes, including our Wholly foreign-owned enterprise (WFOE) and direct customer orders. The support for our WFOE includes but is not limited to invoicing, order entry, VAT calculations, and inventory monitoring. Of great importance is managing the entire order fulfillment process across Life Science to ensure flawless execution on any orders/projects and effective complaint resolution.
Tasks/Duties and Responsibilities: Critical tasks include (but are 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 providing internal customer service daily and escalate when appropriate Aid, direct, and resolve internal customer complaints, including logging in the Master Control database Manage the entire sales order process for our Wholly foreign-owned enterprise Manage all intercompany shipments and monitor open orders documenting trends to assist in the review of re-order points Provide additional cover for Customer Support Team in case of absence or vacation Participate in training related to product lines, systems, corporate account strategies, territory strategies, and Life Science strategy. Handle or direct customer complaints, billing issues, technical/quality problems, etc., to the appropriate area. Manage existing clients for continued growth and performance Serve as customer contact responsible for handling customer orders, answering customer inquiries, and resolving customer problems (quality issues, etc.). Outstanding/overdue payment solving as needed. Accepts responsibility for Order Processing/Customer Service and communicates and maintains adherence to Meridian's corporate policies and procedures Global Account coordination and order management as needed in support of Business Development Managers. Works effectively with key technical specialists to deliver quality projects for our clients Makes full use of all company systems such as XA, Master Control, Salesforce, etc. Other Duties: Ability to communicate orally in a clear manner. Able to view and operate a personal computer monitor or laptop screen, sit, stand or walk for long periods of time. Able to exert up to ten (10) pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move objects. Able to work in fast-paced environment with a high-volume workload and frequent, short deadlines. Education and Experience: Minimum 4 years of customer support experience Bachelor's degree preferred; focus in Life Science or finance related field preferred Complete proficiency with Microsoft Word, Excel, as well as Database software and Internet research skills required. MAPICS/INFOR/XA experience a plus. Appropriate use of Harmonized Codes/USDA IREGS Knowledge, Skills, and Abilities: Sales experience and/or a proven track record in an outbound sales environment required Must have strong time management and organizational skills. Must be able to quickly and accurately assess the importance of a phone call, email, or document and take appropriate action to involve the appropriate people. Must maintain strict confidentiality of extremely sensitive data, records, files, conversations, etc. Strong planning skills. Self-motivated and able to grasp new concepts quickly. Exceptional interpersonal, organizational, and communication skills, integrity, respect for confidentiality, sound judgment, and decision-making skills. Strong written and oral communication skills. (clear, concise, and honest). Willing and able to multi-task. Good analytical and quantitative skills, leveraged by computer skills - MS Office (Word, Excel, PowerPoint). Outstanding customer service skills required. Ability to work with and influence people without formal authority and to work well with other departments within the company. Excellent problem solving and teamwork abilities: the ability to work within an international team. Travel - up to 5% We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
