Client Services Manager, Environment Testing, Cedar Falls, IA - Eurofins PSS Insourcing Solutions, LLC

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.

The Client Service Manager (CSM) supervises the Project Management and Sample Receiving departments. The CSM assists the Business Unit Manager (BUMa) with the facility accounts receivable management and collection follow up activities. The CSM backs up the Client Relations Manager (CRM) in the evaluation and preparation of bids and proposals for new business opportunities. The CSM works with sales on plans to monitor and manage growth for house accounts. The CSM ensures adequate staffing levels are maintained throughout all periods of the year in the Project Management and Sample Receiving departments. The CSM acts in the best interest of Eurofins Environment Testing and exhibits professional behavior with both internal and external clients and maintains that same expectation throughout both departments. The CSM is committed to growing the business through a ClientFirst culture that provides exemplary client service. Definitions: “Project Management” and “meeting client requirements” as referenced throughout this document are phrases which include ever aspect of managing our relationship with the client, from project set up through billing and final collection of invoices. Eurofins Environment Testing North Central (EETNC) Customer Service Guidelines – A document (attached) that outlines general customer service guidelines to be utilizied by EETNC Customer Service Personnel. ICO – The practice of sharing project work within Eurofins Environment Testing laboratories when a facility cannot completely meet the analytical needs or turnaround time requirements of a project without the support of a sister lab.

Essential Duties and Responsibilities:

• Establishes Project Management and Sample Receiving department annual goals.

• Establishes Project Management and Sample Receiving department policies and procedures.

• Oversees Project Managers and provides business guidance.

• Establishes and leads Project Management and Sample Receiving department/group meetings.

• Facilitates client conflict resolution when issues are raised to a level beyond the Project Management staff.

• 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.

• Trains Project Managers and Sample Receiving personnel.

• Assigns Project Managers to clients/projects.

• Monitors Project Management workload and reassigns Project Managers to clients or redirects resources to assist during work overloads and absences.

• The CSM ensures adequate staffing levels are maintained throughout all periods of the year in the Project Management and Sample Receiving departments.

• Communicates with Ops on incoming sample requests to insure capacity based on current workload.

• Manages a minimal list of projects/programs for key client accounts. (Note: sufficient time is needed to manage the Project Management group and the CSM must not be overwhelmed with project management.)

• Works with Project Management and Operations Management to prioritize report production schedules to maximize on time report delivery and minimize the impact of reporting delays.

• Participates in AR review calls to stay up to date on 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. • Is the backup to prepare proposals for new business opportunities.

• Represents laboratory at brown bag or similar client presentations when needed. • Attends 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.

Supervisory Responsibility: The CSM supervises the activities of all Project Managers, Project Manager Assistants and Sample Receiving 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 procedures).

Ability and/or Skills:

• Business principles • Method application for frequently requested methods
• • Understanding of client markets
• • Experience with financial statements and measures
• • Strong LIMS understanding and/or computer background to understand LIMS applications • Strong management skills
• • Effective written and verbal communication skills
• • Marketing skills
• • Conflict resolution skills
• • Public speaking skills
• • Proven client service skills
• • 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

Education: BS/BA in Chemistry/Sciences (Business Management, Marketing, or equivalent experience may substitute for a degree)

Experience: Prefer 3 years client relationship or customer service experience; prefer 1+ years bench Chemistry experience

Requires additional training in methods and quality assurance across multiple departments

Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.

Compensation range- $65,000-$80,000  (DOE)

Eurofins Environment Testing (USA) provides a compensation range for informational purposes, the actual base salary may vary based upon, but not limited to, relevant experience and skill set, base salary of internal peers, business sector, and geographic location.

To learn more about Eurofins, please explore our website www.eurofinsus.com.

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 Eurofins Scientific 2/2 March 2023 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.