Client services manager Location: Harrogate Salary: Competitive Closing Date: Sunday 30 September 2018 We are the world leader in food and environmental testing, offering an exciting opportunity as a to join our expanding team based in Harrogate and be part of our growing business. The Role The purpose of this role is to supervise the staff responsible for Nutritional Chemistry and Food Safety (NCFS) customer service and quality review. Responsible for the scheduling and resource allocation to ensure the optimal distribution between services demand and staff assignments to excel in providing signature client services. This role will involve an element of travel approx. 15% Main duties: Management: Responsible for the most effective customer service for the NCFS Customer Service Associate and Client Manager. Plans, schedules, and organizes necessary resources to ensure appropriate effectiveness of customer service coordinators and review staff. Implements department policies to maintain facilities and equipment. Schedules staff, assign resources, identifies needed resources and coordinates the appropriate acquisition of facilities resources as applicable. Develop staff according to their individual interests, experience, and talents, including mentoring. Set up and conduct interviews for perspective employees and make recommendations Set objectives for and supervise the activities of team members; evaluate performance; provide recommendations for personnel actions Maintain familiarity with all duties and responsibilities assigned to team personnel Ensure team’s adherence to established policies regarding PC and phone usage and provide PC expertise; maintain appropriate software and the overall responsibility for PCs assigned to team members Ensure adequate communication among team members, departments and inter-site personnel Develops appropriate training plans, assures that staff is trained and proficient in all phases of Client Services Representation, NIMS utilization and any other Client Service applicable function as needed. Prepares training plans as required. Provides metrics analysis and updates for inside sales and client services for distribution. Suggests process improvements to continually maximize the efficiency of the personnel and Client Services areas, recommend solutions and implementation of action plans. Perform general human resources responsibilities including recruitment activities, performance evaluations, and progressive disciplinary processes, enforces Affirmative Action department goals. Provides for safety and welfare of staff and supports/enforces Environmental Health and Safety Policies. Act as a mentor to other staff and is looked on as an expert on Customer Service and Inside Sales problems for client-related issues. Proactive interaction with internal and external clients, troubleshooting client issues including CAIR writing and resolution. Scheduling and hosting client visits. Develop working relationship with internal clients/suppliers – particularly laboratory personnel and operations. Recommends approach and carries out solution as directed for more complicated problems. Performs other related duties as assigned. Inside Sales: Achieves annual sales plan and sales targets through transactional accounts on a regional basis. Oversee the handling of inbound client calls, qualifies clients and if appropriate grows client relationships at the appropriate levels. Collaborates effectively with account executives in business unit; brings potential opportunities to their attention. Transfers accounts and client information to Account Executives. Expands client requests upselling for business unit. Develops client call cycle to achieve objectives and sales plan; follows up on leads. Recognizes and communicates sales opportunities for other business units. Collaborates with companywide resources to achieve superior customer satisfaction. Uses SFDC to manage internal communication and document territory and client information as required for the business unit. Periodic contact of all current clients for cross selling and new product information. Evaluates quotations for territory and provides inputs to ensure client and company requirements are met. Participates in proposal scope development as appropriate. Leverage Social selling and outbound initiative including but not limited to Linked-In, web conferences, Regional meetings, target account events, global trade shows in local venue, local symposia. Creating leads from literature and industry events including peer reviewed journals, poster/symposium presenters and attendee lists. Establishes, nurtures and grows client relationships at the appropriate levels. What We Are Looking For We look for people who believe in what we believe in. People who enjoy coming to work each day and being part of a team who provide "results that matter" in establishing the safety, composition, authenticity and origin of our food and water. Essential criteria: Bachelor of Science/Arts (BS/BA). Chemistry or management preferred. Advanced knowledge and ability to interpret regulatory agency guidelines (GLPs, cGMPs, etc). Ability to perform at a management level with minimal supervision. 1 – 2 years of previous supervisor experience in a regulated environment with a BS/BA degree, plus 3 – 4 years of related experience. Ability to effectively interact with clients and regulatory personnel. Ability to accurately interpret and communicate scientific and organization information with internal and external clients. Ability to perform intermediate/advanced computer skills (eg. Word, Excel, PowerPoint, Visio, Minitab). Working knowledge of NIMS system, preferred. Strong customer service skills. Highly skilled in both written and verbal communication. Ability to independently organize and evaluate data. Ability to initiate and implement both self and staff development efforts independently. Ability to work both independently and with project teams. Good attention to detail and strong organizational skills. Desirable criteria: Knowledge of laboratory operations and equipment. About Us Eurofins Scientific is a leading international group of laboratories with over EUR 3 billion annual sales and over 30,000 employees with a network of 400 laboratories in 42 countries. Eurofins has a network of 16 sites in the UK and the Group provides an unparalleled range of over 150,000 reliable and validated analytical methods and support services to the pharmaceutical, food, environmental and consumer product industries, and to governments. 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 for more information on how we process your data and why please click here Closing Date This position will be advertised until close of business Sunday 30 September 2018 .Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible. Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.