Job Description:

Segment: Royal Canin

Localisation: Aimargues

Contract: Permanent

Purpose

Every day Mars Incorporated takes thousands of decisions that are informed by laboratory data. It is essential that Mars Associates have access to laboratory data that is accurate, reliable and timely to ensure consumer and brand protection, provide competitive advantage and enable operational excellence.

 The Regional Lab customer service specialist provides support to our internal customers for daily queries such as delay, feasibility, prices. He/she is the interface with our external laboratory network to ensure lab results integration and follow up of requests.

• Bachelor Degree in Science related discipline, or equivalent or experience in customer service in food or related industry
• Fluent english (B1/B2 minimum)
• Good priorization and organisation skills
• Good communication skills
• Customer focus
• Action oriented
• Team player
• An experience in interacting with clients would be appreciated.
• An experience in testing lab would be appreciated.

Customer services & admin

• Provide daily support to regional lab customers queries related to sample submission, testing progress, partial results, results report, pricing, turnaround time (TAT) etc
• Engage, develop and maintain strong relationships with customers and external laboratories
• Understand and be competent to explain to the customers the difference in testing such as different methods used (ie. HPLC vs ELISA), time to analyze, and sample sizes required.
• Follow up with customers concerning missing samples, incorrect sample amount, etc
• Interacting with the external partner labs to get access to the information above in case of analysis being subcontracted to them
• Recording complaints, following up the related CAPA and providing a professional answer to the customer
• Show composure, professionalism, resilience and flexibility as customer needs evolve and case volume changes

Support to lab operations

• Responsible for sending out communications about laboratory activities
• Management of orders and invoices with subcontracting laboratories
• Inform lab operations in case of volume increase, urgent testing..  to ensure the best service
• Ensure Customs clearance of parcels
• Follow up samples from subcontract & internal lab to ensure all samples are reviewed in accordance with MGS R&D Service Level Agreement.

LIMs

• Integration of external lab results into LIMs, ensuring molecular analyte, expected levels and quantification units are correct.  This is critical to ensure trusted data.
• Support customers for sample registration. Can do training
• Make all necessary modifications to the system requested by the customer: add rushes, add analyses..

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.