Customer Relationship Manager

Microbac•Warrendale, PA

21h•Hybrid

About The Position

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you! We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more! ABOUT MICROBAC Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience. As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets. JOB SUMMARY The Customer Relationship Manager is the primary interface for our Tier 1 customer. A Tier 1 account is a Top 50 Customer and may have multiple production facilities and a corporate office providing oversite via a standardized contract. This position will be responsible for a select group of accounts with responsibility for properly setting up and welcoming them, ensuring proper and timely communications are in place, and the timely resolution of issues. It will also act as the liaison between Customers and our Laboratories, Technical Sales Managers/Account Managers and other functions as needed. The CRM will assist in identifying new opportunities with existing customers and ensure new leads are properly routed to the Sales function. Serving the unique needs of each account is critical to Microbac’s’ overall success in growing the business. The Customer Relationship Manager leads the CR Department.

Requirements

Bachelor’s degree or equivalent work experience in Chemistry, Biology or a related field of study. A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical or direct relevant laboratory experience is preferred to provide support to the clients of the company
A minimum of 5 years of related industry experience
Prior customer service experience
Prior experience working in a laboratory and/or relative industry
In-depth technical understanding of industry or subject area
Excellent customer service skills, to include strong verbal and written communication skills
Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others
Deep knowledge of concepts and terminology commonly used within the industry
Proficient understanding of regulatory requirements, common practices and trends as they relate to the industry
A general knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client
General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database
Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role
Demonstrated ability to effectively plan, organize and lead projects
Desire to work collaboratively with clients and internal staff teams to achieve common goals

Nice To Haves

Advanced degrees preferred

Responsibilities

Maintaining a high level of customer contact, Customer Relationship Managers gain a thorough understanding of client needs and act as the liaison between the client and our laboratory staff teams
Customer Relationship Managers build strong relationships with key customer and may support work done across multiple labs in the Microbac network
Customer Relationship Managers manage the logistics of client projects, ensuring client needs are met in a timely and cost-effective manner
Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer
Plan, organize, and ensure proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. Accountable for accurate account set up and responsible for setting up programs and testing information in the laboratory information management system (ELEMENT / CRM / AXIS / CONTROL and any other system set ups critical to customer management
As part of the onboarding process, review first sample Certificate of Analysis (COA) and invoice with the customer to verify that appropriate tests and reporting format are as requested
Answer customer phone and email inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer’s expectations and follow up with solutions
Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the customer relationship management (CRM) system
Works with internal leadership and staff to ensure the quality of work completed and reported meets or exceeds pre-determined quality standards; and that the Company QA Program is followed and promoted
Supports quality and proactively participates in continuous improvement initiatives in the department. Maintain and grow overall client satisfaction through collaboratively working with clients to provide services that meet their needs and exceed their expectations
Effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Relations, Sales, Field Services and Laboratory Operations to ensure client needs are addressed in a timely and appropriate manner
Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs
Delegates work assignments within the Customer Relationship Department
Manages and develops Customer Relationship staff
Monitor the progress of projects, heading off any potential setbacks that could adversely affect the customer
Communicate technical data to the laboratory’s senior leadership and to clients.
Maintain client files
Assists in communication/resolution of billing issues.
Manage the financial and business aspects of assigned accounts, working closely with sales
Review analytical reports for completeness and accuracy prior to releasing to the client
Draft reports and other documentation and distribute as necessary
May provide support to Sales Team in quote writing
Field incoming leads and ensure they are transferred to the correct TSM/AM/Sales
Assumes accountability for the promptness of completing tasks and projects
Develops new products and/or services through evaluation of client needs through generating ideas for consideration
Identify cross selling and/or other customer intelligence that may be useful in creating new opportunities for existing customers
Provide support to the Sales teams and other CR team members. This may include customer visits or back up support for other team members
Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (ELEMENT), CRM, and Standard Operating Procedures (SOPs)
Perform other related duties as needed