Client Services Manager, Environment Testing

Eurofins • Buffalo, NY

100d

About The Position

The Client Service Manager (CSM) supervises the client service facing teams to include but not limited to Sample Receiving, Service Centers and Project Management staff. The Manager is responsible for cohesion of the teams and manages productivity, compiles and interprets the receipts forecast, is responsible for facility accounts receivable management and collection activity. The CSM tracks and maintains information for various revenue reports. Establishes plans to monitor and manage growth for house accounts. The CSM is responsible for the evaluation and preparation of bids and proposals for new business opportunities and overseeing the project management bid activity for existing client base. The CSM will consistently act in the best interest of Eurofins Environment Testing America and exhibit professional behavior and performance with both internal and external clients. Eurofins Environment Testing America and the CSM are committed to grow the business through a ClientFirst culture that will provide exemplary client service.

Requirements

• BS/BA in Chemistry/Sciences (Business Management, Marketing, or equivalent experience may substitute for a degree).
• Prefer 3 years client relationship or customer service experience.
• Prefer 1+ years bench Chemistry experience.
• Requires additional training in methods and quality assurance across multiple departments.
• Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.

Nice To Haves

• Experience with financial statements and measures.
• Strong LIMS understanding and/or computer background to understand LIMS applications.
• Strong management skills.
• Effective written and verbal communication skills.
• Marketing skills.
• Conflict resolution skills.
• Public speaking skills.
• Proven client service skills.
• Ability to handle multiple details and changing priorities.
• Delivering effective presentations to prospective clients.
• Ability to manage personnel issues and conflicts.
• Identify staff strengths and weaknesses to optimize resources.
• Able to work independently and in a team environment.

Responsibilities

• Laboratory's primary client representative.
• Establishes direct reporting department annual goals.
• Establishes direct reporting department policies and procedures.
• Oversees direct reporting Managers and provides business guidance.
• Heads project start up meetings to ensure project objectives are successfully met and hands off project detail to assigned Project Manager(s).
• Establishes and leads regular management department/group meetings.
• Facilitates client conflict resolution when issues are raised to a level beyond the Project Management staff.
• Works closely with the Quality Assurance Manager to evaluate and establish project requirements.
• Ensures client complaints are handled professionally, and resolved in a timely manner.
• Trains Project Managers.
• Assigns Project Managers to clients/projects.
• Monitors Project Management workload and reassigns Project Managers to clients or redirects resources to assist during work overloads and absences.
• Compiles and interprets receipts forecast to show near term business trends.
• Manages sample capacity based on forecast detail.
• Manages a minimal list of projects/programs for key client accounts.
• Works with Project Management and operations management to prioritize report production schedules to maximize on time report delivery and minimize the impact of reporting delays.
• Works closely with laboratory management in laboratory capacity loading decisions.
• Monitors current accounts receivable status by Project Manager and client.
• Assigns action items to aging accounts.
• Provides general sales support to Account Executives for business development activities started in the field.
• Prepares and assigns quotes and proposals for new business opportunities.
• Compiles and interprets Bid Activity Report.
• Represents laboratory at brown bag or similar client presentations.
• Attends marketing, trade shows, or conferences in support of Sales initiatives.
• Performs sales activities for house accounts and other clients as needed.
• Assigns the responsibility for incoming cold calls and processing requests.
• Identifies and manages client accounts and business opportunities.
• Acquires new accounts by following up on leads, negotiating contracts, and closing sales.
• Clearly communicates our services to new and existing clients.
• Communicates the clients' needs to the internal organization and fulfills the role of client advocate.

Benefits

• Comprehensive medical coverage.
• Life and disability insurance.
• 401(k) with company match.
• Paid holidays.
• Paid time off.
• Dental and vision options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree