Client Manager

Company Description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialized clinical diagnostics testing.

Job Description

Essential Duties and Responsibilities:

• Demonstrates and promotes the company vision
• Regular attendance and punctuality
• Provides project management for ongoing client sample programs through daily customer communication and contact. 
• Be an internal liaison for clients so they only need to contact one person.
• Sells the business unit’s capabilities and differentiation frameworks.
• Recognizes and communicates sales opportunities for other business units.
• Empowered to make decisions on behalf of clients to provide superior service.
• Provides information for clients (e.g. Quoting, Capabilities, Status, Sample Submission)
• Assists Vice President, EN with managing various aspects of quote, proposal and RFI development for assigned opportunities.
• Onboard new clients by asking appropriate questions, quoting and providing EOL training
• Submits and coordinates client requests for re-testing, additional testing, OOS investigations, and changes that are needed.
• Provides support for other Client Manager/Client Service Specialist when needed (e.g. absence, workload adjustment, site and regional balancing)
• Coordinates conference calls with clients and other areas of Eurofins as needed.
• Contributes to assigned process improvement projects and supports implementation when needed
• Providing reports and analysis of department metrics and management information
• Developing and/or improving standard functional process/procedures
• Interfaces with key clients to establish mutually important performance measures.
• Troubleshoot problems and provide input to staffing requirements and staff issues.
• Drives process improvement initiatives.
• Trains, mentors, and coaches others with data analysis and use of statistical tools and process excellence techniques.
• Enhances project management skills and techniques; is able to manage multiple priorities effectively and meet commitments in an accurate and timely manner
• Develops and communicates business cases to support recommendations for change and develops controls to monitor the progress associated with implementation of the recommended changes.
• Contributes towards a cohesive team environment.
• Performs other related duties as assigned.
• Performs other duties as assigned

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements below are representative of the knowledge, skill or ability required.

• Bachelor’s degree in a scientific, business or related field (or equivalent work experience)
• 2 years of direct food testing, high intensity customer service, or other business-related experience
• Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
• Thick-skinned – ability to receive and deliver difficult news
• Demonstrated computer skills – requires excellent MS Office experience (specifically Excel, Word, Outlook)
• Demonstrated ability to plan, multi-task and prioritize
• Demonstrated teamwork, communication (written and verbal), and organizational skills
• Ability to work independently
• Knowledge of other software applications (i.e. CRM, NIMS, CLQ, CLO, EOL, Tableau, CLIP) preferred
• Ability to work to multiple deadlines
• Ability to learn technical chemistry and microbiology testing requirements
• Ability to communicate appropriately and effectively with internal and external clients
• Positive attitude and sense of urgency
• Experience in a scientific or logistics environment is heavily weighted
• Act in a professional manner at all times including professional attire on client video calls and visits
• Knowledge of infant formula regulations preferred

Other Factors: 

• Flexibility to participate in meetings across various time zones outside core working hours
• Occasionally working extended hours in order to adhere to client deliverable timelines
• Domestic travel may be necessary
  • % of time: 0-25
  • % that requires overnight: 1/2 of total
  • Travel primarily to where: Client Offices, Sales Meetings, Other Eurofins locations, Trade Shows/Conferences as applicable

Additional Information

What we offer: As an employer, we’re keen to look after our people with as much dedication as they look after our patients. That’s why we offer competitive salaries, excellent training and exceptional career prospects. We’re a growing and ambitious company, so there is huge potential here to develop with us and enjoy fantastic rewards in your career.

Your data: 
As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

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.