Customer Support Specialist - Meridian Bioscience

About Meridian

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.

Job Summary

Sales Support is responsible for managing the order fulfillment process from quote to shipment. Handles all tasks related to supporting and nurturing our LIFE SCIENCE customers to meet or exceed monthly and annual sales goals.  Critical tasks include (but not limited to): order entry, order management, customer support, complaint resolution, lead follow-up, pipeline management, and business development team support. Of significant importance is the management of the entire order fulfillment process across LIFE SCIENCE to ensure flawless execution on any orders/projects, and effective complaint resolution. The successful candidate will maximize Meridian’s LIFE SCIENCE market share and sales opportunities by supporting Customers, Business Development, and Inside Sales. This position provides administrative and sales support to the Inside Sales Department. The ideal candidate will be emerging sales professionals entering the commercial sector of the market with a willingness to grow.

Key Duties

Tasks/Duties/Responsibilities:

• Critical tasks 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
• Manage, aid and direct customer complaints and give customers information about products and services.
• Partner with Inside Sales and Business Development team to grow accounts.
• Proactively manage pipeline with lead validation and follow-up
• Participate in training as it related to product lines, systems, corporate account, territory, and MLS strategies.
• Open and support customer accounts and assist in gathering all pertinent account information.
• Generate sales leads by gathering customer information and needs and directing to appropriate Business Development Manager or Inside Sales.
• Handle or direct customer complaints, billing issues, technical/quality problems, etc. to proper area.
• Support Inside Sales team in conducting product promotions including sample activities.
• Proactively assist with special projects including but not limited to forecast management, daily/monthly company reported metrics.
• 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 BDM/Inside Sales contact information, answering product information questions, etc.
• Build sustainable relationships of trust through open and interactive communication both internally and externally.
• Outstanding/overdue payment solving, as needed.
• Log all incoming customer complaints into MasterCONTROL gathering all pertinent information from Inside Sales
• Log records of customer interactions, queries, and complaints 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.
• 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

• Bachelor’s degree required, preferably in Life Science field, or a minimum of 5 years in a global Sales Support position in a related industry.
• 0-2 years of customer support or marketing experience preferred.
• Complete proficiency with Microsoft Office, as well as Database software and internet research skills required. INFOR/XA experience a plus. Appropriate use of Harmonized Codes/USDA IREGS

• Must be able to assess the importance of a phone call, email, or document and take appropriate action to involve the appropriate people quickly and accurately.
• 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, 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.
• Deep understanding of all quality management and regulatory requirements necessary for Life Science and Diagnostics
• Process improvements driven.

Desired Behavior, Personal Attributes:

• Customer and market focused, aware, and driven.
• High need and proven ability to set and accomplish goals to deliver results.
• Visionary and strategic, able to perceive growth opportunities.
• Entrepreneurial, driven to successfully convert business opportunities into profit and value.
• Innovative, creative, makes connections, curious and always learning.
• Proactive, energetic, a self-starter.
• Forms and values strong interpersonal relationships.
• Attitude and ability to work in team environment, a team builder and effective collaborator.
• Engaging, inspirational, enthusiastic, and confident.
• High integrity, sincerity, and standards.
• Travel required: Less than 15%