Customer Services Manager - Eurofins Experchem Laboratories, Inc.

Company Description

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 works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics 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, CDMO, advanced material sciences and in the support of clinical studies.

In over 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR 6.515 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description

Customer Service Manager will oversee all customer service responsibilities to support the Food & Cannabis Testing laboratories. This role will involve managing and enhancing customer relationships, leading the quote, proposal, and RFI development process, and ensuring the timely delivery of projects. The Customer Service Manager will work autonomously while collaborating with internal teams to meet customer needs and maintain a professional image of the company.

The incumbent will have significant customer service experience and a high level of expertise in handling customer inquiries and ensuring service excellence. They will be expected to demonstrate leadership, strong problem-solving skills, and the ability to work in a fast-paced environment.

OVERALL OBJECTIVES AND RESPONSIBILITIES:

• Lead all aspects of quote, proposal, and RFI development for assigned customer opportunities, ensuring adherence to internal processes and pricing guidelines.
• Autonomously manage opportunities, establishing clear timelines and anticipating potential obstacles while providing solutions.
• Review customer requirements (RFP/quote requests) to ensure a complete understanding before compiling proposal responses.
• Work closely with laboratory teams, management, and other stakeholders to develop accurate and competitive proposals.
• Ensure timely delivery of proposals to clients, meeting or exceeding deadlines.
• Manage client-facing and senior management-facing activities surrounding assigned opportunities, ensuring all customer needs are addressed.
• Maintain up-to-date information on technical and regulatory environments relevant to customer requests.
• Coordinate project tracking, client management, and scheduling of customer projects.
• Create and implement new processes to improve customer service and operational efficiency.
• Ensure the accurate and timely data entry into CRM and project management systems (e.g., SFDC, CMS), generating reports as needed.
• Develop and maintain superior customer relations, providing proactive communication to ensure satisfaction.
• Resolve customer inquiries or issues related to product or service offerings and recommend improvements.
• Manage customer feedback to drive continuous improvement and customer satisfaction.
• Ensure compliance with technical, regulatory standards and internal policies.
• Identifies and resolves issues around client inquiry requirements and Eurofins capabilities.
• Collaborate with the team to meet business goals and contribute to internal sales activities.

Qualifications

EDUCATION:

• High school diploma required; Bachelor’s degree in a scientific, business, or related field (or equivalent work experience) is preferred.

QUALIFICATIONS:

• Minimum of 4+ years of direct experience in customer service management, preferably within a scientific or laboratory setting.
• Excellent customer service skills with a focus on building and maintaining client relationships.
• Strong attention to detail, persistence, and the ability to maintain tact and professionalism.
• Strong organizational, multitasking, and time-management skills.
• Ability to work independently while collaborating effectively with teams across different departments.
• Proficiency in MS Office (Excel, Word, Outlook) and CRM software (e.g., SFDC, CMS).
• Ability to prioritize tasks and work within tight deadlines.
• Strong communication (written and verbal) and problem-solving skills.
• High level of professionalism, confidentiality, and maturity when dealing with sensitive matters.
• A positive attitude, high energy, and a sense of urgency to address customer needs.
• Ability to learn quickly and apply new knowledge to a variety of customer service scenarios.
• Ability to think critically and solve problems efficiently.

TECHNICAL SKILLS:

• Exceptional computer skills with a high level of competence in MS Office (Excel, Word, Outlook).
• Knowledge of Salesforce (SFDC), CMS, and other CRM software is preferred.
• Ability to develop proficiency with laboratory management systems (e.g., eLIMS).

WORKING CONDITIONS: This position will be working in an office environment within the lab. Moderate level of activity and some light lifting requirements to fulfill any required administrative duties such as filing and photocopying.

Shift work and overtime may be required, as well as working periodic weekends and/or evenings.

Additional Information

At Eurofins we offer excellent full-time benefits including health & dental coverage, life and disability insurance, RRSP with 3% company match, paid holidays, paid time off.

Accommodation: Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request via the website at www.eurofins.ca.

As a Eurofins employee, you will become part of a company that has received international recognition as a great place to work. To learn more about Eurofins, please explore our website at www.eurofins.ca

We thank all applicants within commuting distance of GTA, Ontario for showing an interest in this position. Only those selected for an interview will be contacted.

This posting is supported by AI technology to assist in screening candidates and resumes.

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