Client Services Manager - Eurofins Environment Testing - Cedar Falls, Ia

Company Description
Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.
Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.
Job Description
Eurofins Environment Testing North Central is searching for a Client Service Manager in Cedar Falls, IA.
The Client Service Manager (CSM) supervises the Project Management staff and manages productivity, compiles and interprets the receipts forecast, is assists with facility accounts receivable management and collection activity. The CSM tracks and maintains information for various revenue reports and makes Project Management assignments to manage new accounts. The CSM is part of the team (along with the BUMa, Salesperson and CRM) that evaluates bids and proposals for new business opportunities and oversees the project management activity for existing client base. The CSM also is responsible for management of the login, receiving and shipping department which reports to the CSM through the Login/Receiving Supervisor. The Client Service Manager will consistently act in the best interest of Eurofins Environment Testing North Central - Cedar Falls and exhibit professional behavior and performance with both internal and external clients. Eurofins Environment Testing North Central and the CSM are committed to grow the business through a Client First culture that will provide exemplary client service. Please refer to the Client First Service Guidelines for Client-facing Staff.
Client Service Manager responsibilities include, but are not limited to, the following:

• Lead team, schedule, and train employees in all departments of responsibility.
• Ensure adherence to highest quality and efficiency standards in laboratory operations
• Ensure coverage and performance
• Foster morale and teamwork
• Laboratory's primary client representative.
• Establishes PM department annual goals.
• Establishes and enforces Project Management Department policies and procedures.
• Oversees Project Managers and provides business guidance.
• Heads project start up meetings to ensure project objectives are successfully met and hands off project detail to assigned Project Manager(s).
• Establishes and leads regular PM department/group meetings.
• Facilitates client conflict resolution when issues are raised to a level beyond the Project Management staff.
• Responsible for the performance management of all departmental personnel.
• Works closely with the Quality Assurance Manager to evaluate and establish project requirements.
• Ensures client complaints are handled professionally, and resolved in a timely manner.
• Assigns PMs to clients/projects.
• Monitors PM workload and reassigns PMs to clients or redirects resources to assist during work overloads and absences.
• Compiles and interprets receipts forecast to show near term business trends.
• Manages sample capacity based on forecast detail.
• Manages a minimal list of projects/programs for key client accounts. (Must allow sufficient time needed to manage the PM group. The CSM must not be overwhelmed with project management.)
• Works with PM and operations management to prioritize report production schedules to maximize on time report delivery and minimize the impact of reporting delays.
• Works closely with laboratory management in laboratory capacity loading decisions.
• Monitors current accounts receivable status by Project Manager and client. Assigns action items to aging accounts.
• Provides general sales support to Account Executives for business development activities started in the field.
• Assists with proposals for new business opportunities.
• Represents laboratory at brown bag or similar client presentations.
• May attend marketing, trade shows, or conferences in support of Sales initiatives.
• Performs sales activities for house accounts and other clients as needed.
• Assigns the responsibility for incoming cold calls and processing requests.
• Sustains growth of the business to maximize market share, profitability, competitive advantage and capacity utilization through the following activities:

1. Identifies and manages client accounts and business opportunities
2. Acquires new accounts by following up on leads, negotiating contracts, and closing sales
3. Clearly communicates our services to new and existing clients
4. Communicates the clients' needs to the internal organization and fulfills the role of client advocate.

• The CSM supervises the activities of all Project Managers, Project Manager Assistants, and other departmental personnel.
• Assigns new projects to Project Managers based on experience and skill set.
• Determines priorities of tasks and conducts periodic review on goal attainment.
• Ensures timely creation of LIMS projects.
• Ensures login reviews are completed the same day or early the next morning (as defined by lab project management.
• Responsible for invoicing of project work.
• Identifies procedures that can be improved and works with staff to review the current practices, improve them, and demonstrate cost/time savings without compromising quality.
• Demonstrates sincere concern over client complaints and takes responsibility to determine the cause and rectify the issue.

The ideal candidate would possess:

• Strong leadership, initiative, and teambuilding skills
• Knowledge of business principles
• Method application for frequently requested methods
• Understanding of client markets
• Ability to anticipate and adapt to changes in work plans
• Models open, respectful, supportive and accepting behaviors with team members
• Experience with financial statements and measures
• Strong LIMS understanding and/or computer background to understand LIMS applications
• Eurofins Environment Testing North Central's Client First Service Guidelines for Client-facing Staff
• Strong management skills
• Effective written and verbal communication skills
• Experience with marketing skills and the use of conflict resolution skills
• Proven client service skills (See Client First Service Guidelines for Client-facing Staff)
• Ability to handle multiple details and changing priorities
• Delivering effective presentations to prospective clients
• Ability to manage personnel issues and conflicts
• Identify staff strengths and weaknesses to optimize resources
• Able to work independently and in a team environment
• Strong computer, scientific, and organizational skills
• Excellent communication (oral and written) and attention to detail
• Ability to work independently and as part of a team, self-motivation, adaptability, and a positive attitude
• Ability to learn new techniques, perform multiple tasks simultaneously, keep accurate records, follow instructions, and comply with company policies

Qualifications

• BS/BA in Chemistry/Sciences (Business Management, Marketing, or equivalent experience may substitute for a degree)
• Minimum 3 years client relationship or customer service experience
• Prefer 1+ years bench Chemistry experience
• Requires additional training in methods and QA across multiple departments
• Authorization to work in the United States indefinitely without restriction or sponsorship

Additional Information
Full-time position Monday - Friday 8:00 AM - 5:00 PM. Candidates located within commutable distance of our Cedar Falls, IA laboratory are encourage to apply.
We support your development! Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!
Find out more in our career page: https://careers.eurofins.com/
Company description:
Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.
The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
In 2022, Eurofins generated total revenues of EUR 6.7 billion, and has been among the best performing stocks in Europe over the past 20 years.
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
Eurofins Environment Testing Businesses in the US are routinely engaged in Federal Contracts. Federal Government vaccination mandates may apply to staff working in these businesses. Successful applicants may be required to confirm vaccination status or demonstrate eligibility for medical or religious exemptions prior to commencing employment. In addition, certain positions require travel for which vaccination is required in accordance with Eurofins policy.