Core Team Sales Representative

Position Summary

As a Core Team Sales Representative you will be the primary interface for our core customers. You will work together with your team to ensure core customers are properly set up and welcomed. You will respond to customer requests in a timely manner to answer questions and resolve issues. You will also act as the liaison between Customers and our labs, Technical Sales Coordinators and other functions as needed. You will be the first point of contact for leads. You will qualify, quote and manage opportunities for the Core accounts. Serving the unique needs of each account is critical to Mérieux NutriSciences' overall success in growing the business.

Essential Functions and Responsibilities

• Core Team Sales Representatives will be expected to provide Sales and Customer Service assistance based on the guidelines for Core customers.

• Build and maintain productive collaborative relationships within the team and across the supported laboratories.

• Responsible for proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for Core accounts. Responsible for setting up programs and testing information in the laboratory information management system (LIMS) / Salesforce/ myMXNS and any other system set ups critical to customer management.

• Answer customer phone and email inquiries, identify customer requirements, and provide results and additional information that meets or exceeds the customer's expectations.

• Assists in communication/resolution of billing issues

• Ensure customers are informed with information regarding test results that will be late or are out-of-specification and document all customer interactions in the Salesforce system.

• Provide quotations to existing and prospective customers that align with company policy.

• Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.

• Ensures that customer information updates are completed via the Customer Care Data Specialists.

• Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs. This position has the responsibilities and authority to identify departures from the quality systems or procedures and document in accordance with SOPs in the global complaint system.

• Manage the Core Product offering sales efforts to best meet sales goals for Mérieux NutriSciences.

• 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), Salesforce, and Standard Operating Procedures (SOPs).

• Support corporate quality and proactively participate in continuous improvement initiatives in the department.

• Other related duties as assigned.

• At all times, the incumbent must behave and operate in an ethical and Code of Conduct compliant manner.

Communication

• The incumbent depends on knowledge of laboratory operations and communication with laboratory personnel to stay informed of analysis progress. The incumbent maintains frequent contact with management and personnel in customer care, labs, and technical sales to obtain information and status updates in an effort to meet or exceed customer expectations. Resolution of customer requests often requires internal interactions with Operations, technical services, Sales or management to find out the right information, understand, adapt and explain to the customers. Frequent contact is maintained with customers to provide service, address concerns and answer related questions.