Customer Success Specialist

Company Overview

For more than two decades, FoodChain ID has been at the forefront of the New Food industry, providing expertise worldwide to navigate the requirements of an ever-growing demand for higher levels of transparency, accountability, safety, and sustainability. Our technical and business services include serving clean labels, food safety, and sustainability claims through offerings of the non-GMO Project standard and verification, USDA Organic certification, BRC and SQF food safety certification, DNA and Contaminant testing and more. Today, more than 30,000 companies in over 100 countries rely on our industry-leading solutions. The FoodChain ID vision encompasses nothing less than assuring the safety, transparency, and integrity of the global food chain, one client and product at a time.

Summary

In FoodChain ID’s mission is to make the food supply chain safe and transparent, and the company works with global brands. We are seeking an experienced Customer Success Specialist to join our team.

At FoodChain ID (FCID), we have built a reputation providing our valued customers with superior customer service. With a team of dedicated IDers around the globe, we pride ourselves on delivering this high-level service and expertise day in and day. As a Customer Success Specialist, you will have the privilege of working directly with our customers in need of our Testing services. Your customer service skills and understanding of a laboratory testing environment will be critical in delivering a world-class experience to each one of our customers.

Responsibilities

• Respond to incoming customer and prospect inquiries specific to our Testing services.
• Ensure that customer needs are met by collaborating with internal teams, such as the Laboratory, Order Processing, Sales, and subject matter experts, to deliver requested information.
• Respond and follow up to all customer inquiries within a timely manner to ensure they are receiving a high-level of service.
• Work closely with internal and external cross-functional leaders within the Lab, Sales, Support teams.
• Assist Sales in providing customer quotations and proposals.

Competencies, Knowledge, and Skills

• Excellent communication and customer service skills, with the ability to establish credibility and build relationships with clients. This includes:
  • Outstanding communication, interpersonal skills, and the natural ability to collaborate with the client and navigate internal channels to provide answers.
  • Proficient in time management and being able to manage multiple customer requests at one time.
  •  
  • English proficiency both spoken and written are required.
• Demonstrated ability to work collaboratively with cross-functional teams in a remote environment.
• Ability to quickly respond to customers’ needs, questions, and requests. Knowledge of laboratory testing and the testing environment is highly desirable.
• Knowledge of Chemistry, Contaminant, Molecular Biology, and/or Microbiology testing is desired.
• Knowledge of Quality Management Systems, Laboratory Accreditation, General Laboratory Practices, and Standard Operating Procedures is desired.

Qualifications and Experience

• At least 3 years of relevant customer service experience.
• Strong verbal and email communication skills are required.
• Proficiency using computers for a variety of tasks including proficiency with Microsoft applications.
• Bachelor’s degree in a related scientific field or business administration is preferred, but not required.
• Experience within the food and feed industry, specifically related to compliance testing is required. Testing experience related to supplements/botanicals, Hemp/CBD, sensory/shelf-life/challenge studies, authenticity, environmental, nutrient management, fuel, or cosmetic testing is highly desirable.