Client Services Manager

ALS Environmental • Middletown, PA

4d

About The Position

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 LIMS 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.

Requirements

• A Bachelor degree in chemistry is preferred with a proven track record of experience that demonstrates the ability to fulfill the position requirements.
• Able to speak and hear clearly while communicating with staff, management, and clients.
• Able to sit and /or stand for 100% of an 8-hour day.
• Dexterity in hands and fingers to operate computer and other equipment.
• Must have average vision and able to see to read reports and operate equipment.

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.
• Provide technical support to sales team, when needed on live sales calls.
• 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 and participating site visits and lunch and learn opportunities in the laboratory.
• Regular contact with clients through email, phone and regular live visits and participate in live client centric events.
• 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.

What This Job Offers

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