Customer Services Manager - Eurofins Experchem Laboratories, Inc.

Customer Service Manager will oversee all customer service responsibilities to support the Food & Cannabis Testing laboratories. This role will involve managing and enhancing customer relationships, leading the quote, proposal, and RFI development process, and ensuring the timely delivery of projects. The Customer Service Manager will work autonomously while collaborating with internal teams to meet customer needs and maintain a professional image of the company.

The incumbent will have significant customer service experience and a high level of expertise in handling customer inquiries and ensuring service excellence. They will be expected to demonstrate leadership, strong problem-solving skills, and the ability to work in a fast-paced environment.

OVERALL OBJECTIVES AND RESPONSIBILITIES:

• Lead all aspects of quote, proposal, and RFI development for assigned customer opportunities, ensuring adherence to internal processes and pricing guidelines.
• Autonomously manage opportunities, establishing clear timelines and anticipating potential obstacles while providing solutions.
• Review customer requirements (RFP/quote requests) to ensure a complete understanding before compiling proposal responses.
• Work closely with laboratory teams, management, and other stakeholders to develop accurate and competitive proposals.
• Ensure timely delivery of proposals to clients, meeting or exceeding deadlines.
• Manage client-facing and senior management-facing activities surrounding assigned opportunities, ensuring all customer needs are addressed.
• Maintain up-to-date information on technical and regulatory environments relevant to customer requests.
• Coordinate project tracking, client management, and scheduling of customer projects.
• Create and implement new processes to improve customer service and operational efficiency.
• Ensure the accurate and timely data entry into CRM and project management systems (e.g., SFDC, CMS), generating reports as needed.
• Develop and maintain superior customer relations, providing proactive communication to ensure satisfaction.
• Resolve customer inquiries or issues related to product or service offerings and recommend improvements.
• Manage customer feedback to drive continuous improvement and customer satisfaction.
• Ensure compliance with technical, regulatory standards and internal policies.
• Identifies and resolves issues around client inquiry requirements and Eurofins capabilities.
• Collaborate with the team to meet business goals and contribute to internal sales activities.