Program Manager- Research Services

Merieux NutriSciences - Markham, ON (30+ days ago)

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Mérieux NutriSciences is a solution provider dedicated to preventing health risks related to food and to the use of everyday products. Offering a wide range of testing and consulting services, our teams are committed to providing our clients with accurate results, delivered on time, with uncompromising ethics, honesty and personal integrity.

Our motto: "More than a successful business, we are building a healthier world".

Do you want to be a part of it?


We are looking for a Program Manager- Research Services to sit in our Markham, ON location. Your mission will be to:

Be the primary interface for one of our key clients. This position will be responsible exclusively for the key client with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, the timely resolution of issues, and maintaining adherence their policies. Key accounts typically will have multiple locations and contact people. The incumbent will serve as the single point of contact for customer care, acting as the liaison between Customers and our labs, Technical Sales Managers, Key Account Managers and other functions as needed. The incumbent will also be responsible for ensuring the sales teams and NQAC is advised of troubled areas, and proactively discuss and strategize to bring the account into good standing. Serving the unique needs of this client is critical to overall success in growing the business.

Main activities:
Provide exceptional Customer Service while following Mérieux NutriSciences’ policies and best practices.
Build strong relationships with our client’s primary contact and all stakeholders by fully understanding their business, the markets they serve and the business issues in which they may need assistance.
Use processes and systems to enable laboratories to establish strong relationships with our client by identifying and meeting client needs using all company services.
Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer.
Plan, organize, and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. Accountable for accurate account setup and responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN /myMXNS and any other system set ups critical to customer management. Actively participate in our client’s meetings and customer projects as needed.
Answer our client’s phone and e-mail inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectation, and follow up with solutions. As well as effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Care, Sales, and Laboratory operations.
Proactively review our client’s accounts and relay any changes in activities to your sales partner, assist in communication/resolution of billing issues and in any price increases or other contract adjustments as required.
Maintain our client’s information in Mérieux NutriSciences’ databases ( including but not limited to: LIMs and CRM)
Work with Corporate Client Services on the management of all of our client’s sites as well as supplier sites.
As the signal point of contact for our client, you will be responsible for providing a 360 degree view of the account in its entirety within Mérieux Nutrisciences and our client.
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), CRM, and Standard Operating Procedures (SOPs).
Work with our client to coordinate and manage special projects.
Serve as an in-house consultant on projects or in areas of expertise.
Perform other related duties as needed.


BS in a related field with 2 yrs experience
Five (5) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience will be considered.
Must be able to effectively communicate information related to testing methods and results to clients.
Advanced knowledge of LIMS and CRM software systems are required to complete data entry and result searches for the client.
Exposure to food processing or quality assurance is beneficial in this role.
Advanced knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database experience.
Interpersonal skills are required for this position in order to build and maintain relationships within the organization and with external clients.
Exceptional, verbal and written communication skills to interact with clients and colleagues.
Multi tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role


You will join a company with an inspiring mission. With us, you could learn and develop yourself in a collaborative, empowering, dynamic and challenging environment. Entrepreneurship and improving public health are part of our DNA.

Join us and contribute to a meaningful Project!

To apply please click on 'Apply now' button