Client Services Manager

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Job Description

1. Manage general department operations, interface with other department heads provide guidance on procedures and/or problems, business systems (e.g. eLIMS, ComLIMS, CRM), techniques, equipment, and schedules.

2. Adheres to, and assists staff in adhering to, appropriate quality measures to meet or exceed the standards set by ISO/IEC 17025, government regulatory requirements (ISO 17025, cGMP, GLP), customer, and company requirements understands and follows Quality System documents relevant to responsibilities, e.g., Quality Manual and SOPs. Administer and direct the training of all assigned staff on SOPs, regulatory requirements, and local laboratory policies/procedures applicable to area of responsibility. Meet regularly with personnel to ensure that proper information flows in both directions and that personnel adhere to these requirements on an ongoing basis.

3. Assists in business development activities for all platforms/verticals within client services.

4. Remains current on technical, industry, and business advancements and trends as suggested by the Director of Business Operations.

5. Understand and be able to competently perform production of nutritional/supplement labels from recipe using Genesis R&D and production of nutritional/supplement labels using eLIMS generated programming, as well as, review and/or report CoAs for nutrition/dietary supplement customers. Responsible for maintaining the most up to date version of Genesis R&D programming, as well as, continuing to learn the programs various functions.

6. Communicates orally and in writing with clients and coworkers report confidential test data to clients by phone and email conveys, translates, and explains technical information between clients and technical staff discusses sample and/or testing problems discusses client request letters for adequacy and compares against actual technical work performed composes written responses to clients for brochures and/or pricing information. Delegate responsibilities to employees in a manner that ensures they understand their tasks and roles.

7. Develops and implements laboratory policies and procedures manages and coordinates operational policies and procedures coordinates with staff on issues which impact laboratory service to clients plans and conducts meetings with subordinates to ensure compliance with established practices, to implement new policies, to present data, and to keep employees abreast of current changes and standards

8. Assists in formulating and implementing the short and long range

goals for the operation of the laboratory sets priorities, assigns responsibilities, and establishes timetables projects future needs and formulates strategies consistent with projections for adequate personnel, equipment, analysis methods, and facilities to ensure efficient and effective operations.

9. Performs the functions of, and provides guidance regarding, hiring, training, promotions, and disciplinary issues for client services personnel handles employee relation issues as per company guidelines and with the support of Human Resources verifies that company employment policies and procedures are followed correctly.

10. Assist Senior Project Managers, Project Managers, Assistant Project Managers and Project Coordinators with any questions they may have received from clients regarding testing, labeling or regulations.

11. Monitors turnaround times to support accurate quotations to clients and to keep Director of Business Operations informed of deviations from expected normal, to include situations where client expectations were not met.

12. Evaluate and approve or reject prospective and in progress non conformances (as exceptions) to standards (policies, procedures, specifications, etc.) investigate to determine the cause of retrospective non conformances, determine and implement corrective and preventive actions and follow up to ensure that the corrective action resolved the problem.

13. Performs performance reviews for direct reporting personnel.

14. Adhere to, and ensure that staff adheres to, pertinent health, safety, and environmental regulations relative to department maintain and assist others in maintaining an orderly, clean, and safe work environment.

15. Performs mathematical calculations to verify or convert test result information.

16. Manages subcontracted work to outside laboratories.

17. When requested, produce quotations for clients that include the most appropriate testing for their sample(s).

18. Updates or creates test codes that may be needed for the various platform/verticals within client services.

19. Perform all duties related to inside sales function for new clients, including use of CRM for accurate account, contact, lead, and opportunity entries.

20. Coordinates and tracks all sample data for clients requiring special account monitoring or reporting procedures. Maintains appropriate follow up with accounts to ensure customer satisfaction and to monitor sales levels.

21. Greets and assists customers delivering samples or inquiring about analytical services/information.

22. Ensure that the clients receive clear communication, good service, and fast turnaround times consistent with superior analytical testing.

23. Maintains a perpetual state of readiness and willingness to respond to the queries and needs of clients, staff and coworkers.

24. Maintains up to date client files and call logs so past activities can easily be reviewed by self and others researches/accesses sample and client information using computer system and custom software monitors requests for action or information to ensure a timely response to clients.

25. Responsible for facilitating and expediting the processing of client samples and the exchange of information between clients and the technical/administrative staff regarding testing.

26. Ensures that proprietary methodologies are not disclosed to nonemployees,

except as approved in writing by the Quality Manager or appointed designate.

27. Sufficiently understand testing procedures at Eurofins to price appropriate methods and anticipate preparation/handling fees and/or to update and create test relevant test codes.

28. Produce exports, reports, spreadsheets, etc. using eLIMS and other business software.

29. Ensures satisfactory onboarding of client lab/plant locations to Eurofins Nutrition Analysis Center.

30. Effectively utilize PC and is thoroughly familiar with the use of company provided software packages, such as eLIMS, Microsoft Office, CRM, Genesis, and ComLIMS.

31. Manages time in a manner that ensures a degree of productivity.

32. Promotes the company image through the exercising of sound and ethical business practices as related to the public and our customers.

33. Some travel may be required to assist in trade shows or occasional client visits.

34. Other duties as assigned.
  • 1
  • Negotiable
  • None
  • None
  • Re-195564
  • Permanent
  • 5

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