上海招聘

职位描述：
Main activities主要工作任务:

1. Customer facing responsibilities 客户需求
？ Be in contact or meet prospects/potential customers with Sales team before signing the contract
在签订销售合同前，帮助潜在顾客和销售团队联系或安排会面。
？ Ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned new accounts.
确保对于所有新客户的会面及时，一致且专业地举行。
？ Answer the customers’ requests/complaints received (by phone, emails, etc.) and identify customer requirements
处理所有的客户投诉并协助调查，认知客户需求。

？ For requests that couldn't be handled in once & done, be accountable to find the required information and to come back to the customer with the answer or action plan.
对于不能及时完成或不能完成的任务必须提供相应的信息和解决计划给顾客。
？ Proactively inform the customers in case of issues (late tests results, retests, positive results, other issues…) and marketing targeted actions (events, trainings…)
告知顾客可能遇到的所有问题（迟交的报告，重新检测，阳性结果等等）并且做好应对措施。
？ Attend customers’ proactive meetings or phone calls (Welcome visit, Partnership review)
关注客户的来电或要求的正式会面。
？ Track regularly customer satisfaction (satisfaction call/survey for example) using the existing tools
利用现有手段追踪客户满意度。

2. Customer relationship development发展客户友好关系
？ Identify business/cross-selling opportunities to be shared with Sales team to develop revenues with the assigned portfolio of customers
在客户和销售部门之间建立业务机会，增长销售利润。
？ Define proactive action plan towards customers of his/her portfolio in coordination with Sales & Marketing team, alert Sales and other concerned departments in case of identified risks (attrition)
有能力和销售部门，市场部门或其他部门，在客户的合作中明确工作计划避免风险。
？ Plan, organize and prepare proactive meetings with customers (satisfaction call/survey, partnership review…)
安排和组织与客户的正式会面
？ Participate to internal meetings with Sales, Operations and/or Quality to improve customer level of service (identify corrective actions, analyze root causes…)
参加内部会议，改善服务质量
？ Document and record all interactions in customer history in the Customer Relationship Management (CRM) system
用CRM系统记录所有互动

3. Customer Administration行政
？ Handle accounts set up and be responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN / myMXNS and any other systems critical to customer management
处理客户设立程序并对其负责，在LIMS/ CRM / ECN / myMXN和其他系统中测试信息
？ Check consistency of customers invoices with orders (eg. for new customers)
确认客户订单发票的一致性
？ Provide inputs to build the Customer Care KPIs (complaints…)
在客户服务的KPI中输入信息，例如投诉
？ Prepare customized tools requested by the customer (aggregated invoices…)
准备顾客所需的定制工具或文件
？ May contribute to prepare quotations for the customers and to review the consistency of customers Certificate of Analysis (COA)
向客户准备报价且回顾COA的一致性

Knowledge相关专业知识:
Profile/Background教育背景:
A general knowledge of food testing methods or scientific process obtained from a degree in Food Science, Microbiology, Chemistry or direct relevant laboratory experience is preferred to provide support to the clients of the company
食品检测方法相关知识或从食品科学，微生物学，化学或直接相关的实验室工作经验

Good writing and speaking skills: this position requires exceptional, verbal and written communication skills to interact with clients and colleagues
良好的书面和交流技巧

Computer skills: a general knowledge including spreadsheet, word processing and relational database experience. Knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client but could be obtained through internal training for new hires.
电脑技术：电子表格，文字处理和相关数据库， LIMS和CRM系统（有员工培训）

English speaker for Customer Care Representative dealing with GKA; able to read English for others
必要的英语沟通能力

Management (Size and characteristics of the team(s)): None
无相关管理能力要求

Impact影响:
Orientations, on the short, middle and long term? (Few examples of missions or objectives): This position is very operational and the incumbent must provide prompt and accurate service to the customer. Decisions must be made quickly to ensure that requirements of both the customer and the laboratory are met.
在职者必须想客户提供及时准确的服务，决策必须确保满足实验室和客户需求。

Level of contribution or authority to take decisions: The incumbent takes direct decisions in relation with customers in accordance to existing Standard Operating Procedures (SOPs) and the Supervisor or Manager’s guidelines and knowledge and information of laboratory operations.
在职者的直接决定必须遵循SOPs、部门经理的领导和实验室的运作准则。

Communication沟通:
Internal Interlocutors: Management and personnel in Customer Care, Labs, Invoicing team and Sales
External Interlocutors: Customers
内部沟通：客户服务、实验室、销售团队
外部沟通：客户

Nature and objectives of communication (explain, influence, negotiate…): Resolution of customer’s requests often requires internal interactions with Operations, technical services or management to find out the right information, understand, adapt and explain to the customers.
客户需求的解决方案需要通过内部之间的合作找出合适的信息后再提供给客户。

Innovation革新:

Main challenges / degree of innovation or creativity requested: 首要挑战和创新程度要求 ：
The incumbent must apply internal SOPs and management guidelines and can suggest any change to improve the existing procedures or ways of serving the customers.
在职者必须遵守SOP和管理层的领导且有能力改变和改善现在有进程或服务。

Complexity (Operational / Financial / Organizational): 复杂性：
The Customer Care Representative is responsible for customer satisfaction and can sometimes deal with tricky situations, has to be able to listen and understand the needs of customers, understand other disciplines and job areas, be flexible and multi tasking oriented, be able to manage priorities, be empathetic while assertive and resilient and be able to keep self-control (confident, calm and polite) and manage stress (non personal issue) in difficult situations.
此职位要对客户满意程度和本职工作负责，且有能力聆听和理解客户的需求，且有处理复杂事件和多项工作同时进行的能力，能够管理重点，予以体谅而自信，并能保持自我控制（自信，冷静和礼貌）和在复杂工作环境下的管理压力（非个人的问题）。 举报 分享

梅里埃营养科学隶属于梅里埃研究所，成立于1967年，致力于引领全球公众健康事业，是全球领先的食品安全、质量和营养服务提供商。在全球21个国家拥有近100家实验室，并在美国、加拿大、法国、巴西、意大利和中国设立了6家专业研发中心，员工人数超过6500人。
诺安实力可作为梅里埃营养科学在中国的运营公司，拥有上海、北京、青岛、宁波四家实验室，为中国以致亚洲市场提供高质量的检测、审核、咨询、培训和研究等多元化服务，为全球食品产业链提供一站式解决方案。