What are the responsibilities and job description for the Customer Relations Manager position at Eurofins?
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.
Group's key figures are approx. 6.7 billion Euros turnover, over 940 laboratories across 59 countries and about 61,000 staff.
Job Description
The purpose of this role is to manage, deliver and improve improved customer service through consistent people management, project management and service delivery.
Main Responsibilities:
- Overall Responsibility and management of the Customer Service Team which supports the Intake/Accounts/Logistics/Commercial team in administration and planning.
- Overviewing that the correct information is recorded onto the LIMS system for samples in line with our Customer Specific needs. Example Customer Metadata
- Overall management of ticketing system to control customer enquiries and provide technical expertise for all aspects of Eurofins testing services to ensure the highest quality customer service in an acceptable timeframe.
- To be accountable for customer satisfaction and driving a positive acceptable Net Promoter Score that is reportable to Group and ensuring good reporting turnaround times and a rapid follow up of customer communications.
- Accountable for continual improvement in the customers overall experience with Eurofins by liaising with internal departments within Eurofins to ensure we meet our clients demands in a cost-effective manner.
- Overall Management of the Team personal and workflow to ensure deadlines and required tasks are completed daily/weekly/monthly.
- Overall Responsibility for the internal Ticketing System of customer queries and closing all queries in a timely manner.
- Actively manage contracts through regular phone/email contact and regularly attend Customer meetings in person or online to maintain customer communication.
- To work closely with the Commercial team in customer retention and development.
- Management of AST Team schedule including need for Shift work hours and On-call rota.
- Meeting targets – TATs, service level, reporting times and overdue work.
Qualifications
- Management Experience in dealing with a Team in a fast paced environment
- Previous track record of Continuous Improvement skills and Project Management.
- Record of ongoing professional development
- Previous experience working within an accredited contract testing laboratory or food industry laboratory environment are preferred but full training will be provided.
- Thorough understanding of relevant quality system and accreditation requirements
- Good keyboards skills and experience of LIMS Systems, MS Office packages in particular Excel.
- Good standard of written and spoken English and numeracy skills.
Additional Information
Who we are looking for:
- Highly motivated, professional and enthusiastic individual who can work well within a busy multi-disciplinary technical environment as well as under their own initiative
- Ability to work well under pressure
- Excellent attention to detail
- Ability to multi-task, prioritize, organise and co-ordinate both your own workload
- Ability to understand customers’ requirements and to be able to devise and articulate the most appropriate solutions.
- Skills to influence others to achieve common goals for the benefit of our customers
- Confident approach with strong interpersonal and communication skills
- Excellent written and verbal communication skills
- Ability to form strong working relationships with colleagues, partner laboratories and customers
The benefits of working with Eurofins:
- A competitive salary
- Flexible work options
- Performance Based Bonus
- 22 Days Annual Leave plus Service Days (additional days off)
- Life Assurance
- Pension Scheme
- Employee Assistance Programme
- Paid Health Insurance Scheme with LAYA Healthcare
- Cycle to Work Scheme
- Discounted gym memberships
- On Site Social Committee
- Flexible Working
