Customer Service Associate

 

If you’re motivated by meaningful work that directly contributes to the wellbeing of your community, the Nestlé Quality Assurance Center can offer you an unparalleled career. Our team is committed to being a force of good, protecting the safety and wellbeing of consumers across the nation. We provide comprehensive testing services to all of Nestlé’s production facilities and co-manufacturers, ensuring that our food and beverage products meet the highest safety, quality, and regulatory standards. As an organization, we’re driven by our mission to strengthen consumer trust, and have created a workplace where collaboration is essential, courage is rewarded, speed is expected, and agility is the norm.

 

This position is not eligible for Visa Sponsorship.

 

POSITION SUMMARY: 
The Customer Service Associate provides an additional layer of quality and efficiency to the laboratory and Customer Service & Marketing Department of the Nestlé Quality Assurance Center of Dublin. They efficiently and effectively provide information and customer support services when needed to all customer factories and customers serviced by NQAC Dublin laboratories. They facilitate resolution of deviation issues as needed, prepares paperwork for shipping of samples to the external laboratories, monitors pending results from the external laboratories for quick result reporting, and maintains the shelf-life program and submissions. They also function as a deviation specialist whom communicates submission issues to the customer while handling the deviated samples and storing them in the proper location until ready to be processed. They demonstrate the highest level of internal/external customer service skills and team-orientation while also exhibiting a sound understanding of NQAC Dublin analytical testing capabilities, customer base, and sample submission & processing requirements. The Customer Service Associate will be required to work on Thursdays, Fridays, and Saturdays from 7:30 am to 8:00 pm. Additionally, they will be scheduled to work every other Wednesday from 7:30 am to 8:00 pm.

 

PRIMARY RESPONSIBILITIES:
Communications - 40-50%

• Presents ideas effectively, actively listens and works across functional boundaries with the ability to effectively communicate with customers and co-workers. Attends conference calls as needed.

Analytical - 40-50%

• Conducts a timely and accurate review of sample analysis information requests.
• Creates external sample analysis request forms and shipping paperwork in a timely fashion.
• Monitors pending results for external laboratory analyses for quick turnaround for our customers.
• Resolves deviations between laboratory and NQAC Customers.
• Researche and timely resolves customer inquiries through email and/or phone calls.
• Resolves issues discovered within laboratory or information systems that need customer support or system support - receiving escalations from either customer or lab and closing within timely manner.
• Sends and resolves micro laboratory deviations between the customer and the microbiology laboratory while working closely with the other customer services representatives.
• Resolving customer submission issues (SAP, Web, Manual, and 3rd party) and communication.
• Resolves deviations where standing and sample/box movement is necessary.
• Ensures shelf-life pulls, storage, disposal and sample submissions are being handled as needed.
• Supports with resolution of Customer Service emails and phone calls.
• Lead small improvement projects or participate in large departmental or cross-functional process improvements.
• Supports and could manage more strategic processes such as shelf-life studies, external lab coordination (test outsourcing), market process-water program, and local courier service.

Quality Assurance - 5 – 10%

• Initiates corrective actions or OBS’s for quality or customer issues.
• Updates/ initiates SOP’s or Standards when appropriate.

Training - 0 – 15%

• Trains other employees as instructed and/or required for any of the analytical functions listed above. Must be able to demonstrate how to perform the job themselves while training.

Methods - 5 – 15%

• Maintains functional knowledge of Laboratory Information Management System (LIMS) and SAP required to complete job responsibilities within the department.
• Update SOP’s, Forms, Training Records to Date, Train New Associates, Functions Delegated by Managers as required.

Note – Time allocated to each function within the position will vary depending upon departmental workflow requirements.

 

EXPERIENCE:

• HS Diploma required, undergraduate degree with some courses in science is p