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.
The Customer Service Specialist fulfills a key role within the Customer Service Department of the Nestlé Quality Assurance Center (NQAC) of Dublin. This specialist is focused on the efficient and effective provision of information and customer support services when needed, to all internal and external customers serviced by NQAC Dublin analytical laboratories.
The role provides leadership via facilitating the resolution of both routine and complex customer issues and helps support the achievement of expert technical support for internal sample receipt through analytical result delivery.
This role demonstrates the highest level of internal/external customer service skills and team-orientation while also exhibiting a sound understanding and learning agility for all NQAC Dublin analytical testing capabilities, customer base, and sample submission & processing requirements.
PRIMARY RESPONSIBILITIES: Communications • Presents ideas effectively, actively listens, and works across functional boundaries with the ability to effectively communicate with customers and co-workers. • Facilitates and leads winning communications between clients and internal expert services. • Proactively communicates and leads customer communication/information services in both a simple and structured way. • Professionally and effectively advocates NQAC services at external events. Analytical • Quickly and continuously learns technical customer and internal service information and communicates information with conscientious consideration of audience. • Leads facilitation of analytical service via agile communication in both low and high challenge environments. • Conducts a timely and accurate review of sample analysis information requests. • Researches and timely resolves customer inquiries through all mediums. • Resolving SAP customer submission issues and communication. • Backfills into Login or Shipping/Receiving or Customer Service deviations where standing and sample/box movement is necessary. Quality Assurance • Initiates corrective actions or OBS’s for quality or customer issues. • Updates/ initiates SOP’s or Standards. Training • 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 • Maintains functional knowledge of Laboratory Information Management System (LIMS) 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.
REQUIREMENTS AND MINIMUM EDUCATION LEVEL: • Bachelors Degree preferred, High School Diploma/GED equivalent required. • 3+ years of experience in professional internal or external customer interface preferred. • Demonstrated ability to navigate technical environments/information and communicate appropriately to audience, required. • Above average decision-making, communication & professional composure required. • Proven ability to diffuse and constructively redirect and improve customer experience required. • Strong oral and written communication skills are essential to help build and maintain positive professional relationships with both internal and external customers. Must be able to maintain professional poise and demeanor. • Ability to work independently with minimal supervision during normal business hours. • Ability to cover Customer Service Department alone on scheduled working holidays for a minimum of 8 hours or otherwise approved by Customer Service Manager. • Demonstrate flexibility to cover weekends or after hour shifts to allow for PTO coverage. • Competence in software literacy, including LIMS and Microsoft Office. EXPERIENCE: • Some exposure to food processing or Quality Assurance is beneficial to identify the concerns and challenges of the customer. • Experience working in/with an analytical laboratory is preferred.
The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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The Nestlé Companies are equal opportunity and affirmative action employers and are looking for diversity in qualified candidates for employment: Disabled/Veteran. If you require an accommodation in order to view or apply to open positions, please dial 711 and provide this number to the operator: 1-877-204-8650. For technical assistance: email NesCareersSupport@icareerhelp.com or phone 1-877-204-8650.