Customer Service Associate

Nestlé - Dublin, OH

Full-time

Dublin, OH

Food Manufacturing

About the position

The Customer Service Associate at Nestlé Quality Assurance Center plays a crucial role in ensuring quality and efficiency within the laboratory and Customer Service & Marketing Department. This position involves providing information and support to customer factories and clients, facilitating the resolution of issues, and maintaining various quality assurance processes. The associate is expected to demonstrate exceptional customer service skills while managing sample submissions and communications effectively.

Responsibilities

• Provide information and customer support services to all customer factories and clients serviced by NQAC Dublin laboratories.
• Facilitate resolution of deviation issues and prepare paperwork for shipping samples to external laboratories.
• Monitor pending results from external laboratories for quick result reporting.
• Maintain the shelf-life program and submissions, ensuring proper handling of deviated samples.
• Communicate submission issues to customers and manage the storage of deviated samples until processing.
• Conduct timely reviews of sample analysis information requests and create necessary documentation.
• Resolve customer inquiries and issues through effective communication via email and phone calls.
• Lead small improvement projects and participate in larger departmental process improvements.
• Initiate corrective actions for quality or customer issues and update SOPs as needed.
• Train other employees on analytical functions and maintain knowledge of relevant systems.

Requirements

• High School Diploma required; undergraduate degree with some science courses preferred.
• Demonstrated ability to evaluate information and make recommendations.
• Strong decision-making, communication, and interpersonal skills.
• Above average customer service and resolution skills.
• Ability to handle multiple tasks simultaneously with attention to detail.
• Competence in software literacy, including LIMS and Microsoft Office.
• Experience working in or with an analytical laboratory is preferred.

Nice-to-haves

• Exposure to food processing or Quality Assurance is beneficial.
• Flexibility to cover weekends or after-hour shifts for PTO coverage.

Benefits

• Inclusive workplace culture
• Commitment to diversity and equal opportunity
• Support for veterans and individuals with disabilities