Customer Relations Manager at Eurofins — Bismarck, ND

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

Essential Duties and 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
• Confirms that EDD format is available (deliverable assignment and delivery route) for new quotes. If new format is needed, submits a helpdesk ticket.
• Engages workshare labs, service centers, and non-Eurofins Environment Testing America locations as needed for new quotes
• Provides supporting documentation to client as needed (contact list, bottle table with preservation, etc.)

Client set-up:

• Requests new client review
• Confirm sales assignments with Business Development Managers
• Takes new quote requests from clients
• Reviews client contract requirements/coordinates review senior management
• Reviews purchase orders
• Submits purchase orders for approval and returns approved orders to clients
• Follows up on client terms and credit limits

Quotes & Proposals:

• Initiates project Quality Assurance Project Plan review with operations, Quality Assurance, and subcontract labs as needed
• Initiates technical support from operations as needed (special requests, method development, technical review, etc.)
• Quote generation & approvals
• Reviews client quote requests for capabilities, certifications, scope
• Confirms client contracts (if applicable) and pricing
• Determines lab placement for the work
• Confirms that lab certification meets project requirements
• Confirms that lab compound lists and limits meet project requirements
• Creates quotes
• Submits quotes for approval
• Sends quotes to client
• Forecasts quotes
• Provides Quality Assurance Project Plan information to the client as needed
• Reviews incoming proposal requests
• Follows up on pending quotes/proposals
• Updates status in LIMS system
• Distributes pending quote list to sales/ops Account Maintenance
• Follow up calls and visits with clients
• Submits client complaints and participates in corrective action/follow-up as needed
• Communicates client issues/complaints to sales
• Follows up on client requests
• Supports the follow up of quotes/bids for tracking purposes
• Forwards opportunities and leads to sales
• Forecasts upcoming work
• Asks for the next opportunity

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
• Requires additional training in methods and quality assurance across multiple departments
• 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.

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, ex: 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
• Position is full-time Monday - Friday, 8 AM- 5:00 PM
• Position will report to our Bismark, ND site
• Pay rate: $75,000 - $90, 000