Client Services Manager

ALS • Stratford, CT

1d

About The Position

At ALS, we encourage you to dream big. When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. Client Services Manager Imagine your future with us! At ALS, we encourage you to dream big. When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive. Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world. About the role: The Client Service Manager directs the daily operations of the sample administration group. This includes oversight of all project management activities, sample receiving, and field services. The Client Service Manager must possess a strong working knowledge of Horizon as well as have a technical background in laboratory analysis and operations. The position requires a combination of superior client services skills, technical knowledge, system/process management, and supervisory experience. Establish a working relationship with client. Identify clients’ analytical needs and prescribe an applicable technical approach. Plan analytical program to meet these needs. Keep client informed of progress of work. Report findings and results back to client. Communicate client concerns/issues to the laboratory director. Keep client informed of new developments and laboratory services. Provide quotations and job specifications for specific work. About you: Establish a cohesive integrated group that is responsive to both customer and laboratory needs. Services of the group include all aspects of sample management from sample receipt thru invoicing. Collaborate internally with the appropriate personnel to clearly define the technical specifications associated with the project. Work with sales team to understand client objectives and project workload. Develop standardized procedures within the group for sample management. Review incoming work to ensure work requests are properly specified according to project requirements. Track projects through the laboratory to allow real time communication of pertinent issues with the client. Maintain visibility of PM group with clients promoting site visits and lunch and learn opportunities in the laboratory. Prepare, review, and approve invoices for specific work orders. Manage costs associated with operation of client services, sample management, and field services Work with IT and technical manager to develop appropriate tests codes, etc. in accordance with changing regulations. Develop formal cross training procedures in conjunction with QA to ensure backup in all aspects of the customer service department.

Requirements

• A Bachelor degree in chemistry is preferred with a proven track record of experience that demonstrates the ability to fulfill the position requirements.

Nice To Haves

• An advanced degree in chemistry or a related science is a plus.

Responsibilities

• Establish a working relationship with client.
• Identify clients’ analytical needs and prescribe an applicable technical approach.
• Plan analytical program to meet these needs.
• Keep client informed of progress of work.
• Report findings and results back to client.
• Communicate client concerns/issues to the laboratory director.
• Keep client informed of new developments and laboratory services.
• Provide quotations and job specifications for specific work.
• Establish a cohesive integrated group that is responsive to both customer and laboratory needs.
• Services of the group include all aspects of sample management from sample receipt thru invoicing.
• Collaborate internally with the appropriate personnel to clearly define the technical specifications associated with the project.
• Work with sales team to understand client objectives and project workload.
• Develop standardized procedures within the group for sample management.
• Review incoming work to ensure work requests are properly specified according to project requirements.
• Track projects through the laboratory to allow real time communication of pertinent issues with the client.
• Maintain visibility of PM group with clients promoting site visits and lunch and learn opportunities in the laboratory.
• Prepare, review, and approve invoices for specific work orders.
• Manage costs associated with operation of client services, sample management, and field services
• Work with IT and technical manager to develop appropriate tests codes, etc. in accordance with changing regulations.
• Develop formal cross training procedures in conjunction with QA to ensure backup in all aspects of the customer service department.

Benefits

• Comprehensive benefit package (including medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks)
• Additional vacation days for years of service
• Business support for education or training after 9 months with the company
• Learning & development opportunities (unlimited access to e-learnings and more)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager