Customer Relations Manager

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.

About the role

The Client Relations Manager (CRM) is accountable for new client setup, account maintenance, document review, quotes and proposals, and project kick off. The CRM role fosters and develops client relationships in support of the laboratory mission.

Responsibilities

• Project set-up:
  • Confirm non-Eurofins Environment Testing America subcontract labs are on the approved list and set-up as vendors for new work
  • Initiate approval process for any subcontract labs not on the approved list
  • Verify that lab certification meets project requirements for new quotes
  • Verify that lab compound lists and limits meet project requirements for new quotes
  • Confirm that EDD format is available (deliverable assignment and delivery route) for new quotes. If new format is needed, submits a helpdesk ticket
  • Engage workshare labs, service centers, and non-Eurofins Environment Testing America locations as needed for new quotes
  • Provide supporting documentation to client as needed (contact list, bottle table with preservation, etc.)
• Client set-up:
  • Request new client review
  • Confirm sales assignments with Business Development Managers
  • Take new quote requests from clients
  • Review client contract requirements/coordinate review with senior management
  • Review purchase orders
  • Submit purchase orders for approval and return approved orders to clients
  • Follow up on client terms and credit limits
• Quotes & Proposals:
  • Initiate project Quality Assurance Project Plan review with operations, Quality Assurance, and subcontract labs as needed
  • Initiate technical support from operations as needed (special requests, method development, technical review, etc.)
  • Generate and approve quotes
  • Review client quote requests for capabilities, certifications, scope
  • Confirm client contracts (if applicable) and pricing
  • Determine lab placement for the work
  • Confirm that lab certification meets project requirements
  • Confirm that lab compound lists and limits meet project requirements
  • Create quotes
  • Submit quotes for approval
  • Send quotes to client
  • Forecast quotes
  • Provide Quality Assurance Project Plan information to the client as needed
  • Review incoming proposal requests
  • Follow up on pending quotes/proposals
  • Update status in LIMS system
  • Distribute pending quote list to sales/ops
• Account Maintenance:
  • Follow up calls and visits with clients
  • Submit client complaints and participate in corrective action/follow-up as needed
  • Communicate client issues/complaints to sales
  • Follow up on client requests
  • Support the follow up of quotes/bids for tracking purposes
  • Forward opportunities and leads to sales
  • Forecast upcoming work
  • Ask for the next opportunity

Requirements

• Education: BS/BA in Chemistry/Sciences (Four years of equivalent experience may substitute for a degree)
• Experience: Minimum 3 years client relationship or customer service experience
• Prefer 1+ years bench Chemistry experience
• Authorization to work in the United States indefinitely without restriction or sponsorship
• Professional working proficiency in English is a requirement, including the ability to read, write and speak in English

Skills

The ideal candidate would possess experience with:

• 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
• Rapid learning of the proposal software, e.g. SantSuite and SharePoint
• Building Collaborative Relationships
• Seeing the Big Picture
• Business Acumen
• Attention to Clients
• Technical Familiarity
• Customer Service Orientation
• Thoroughness
• Adaptability
• Personal Accountability
• Influencing Others

Schedule

Position is full-time Monday - Friday, 8 AM - 5:00 PM. Position will report to our Bismarck, ND site.

Pay

Pay rate: $75,000 - $90,000. 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.

Benefits

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work. We offer excellent benefits including:

• Comprehensive medical coverage
• Life and disability insurance
• 401(k) with company match
• Paid holidays
• Paid time off
• Dental and vision options

*The benefits package offered will vary based on the employee's full-time or part-time regular status.