Customer Services Manager - Eurofins Experchem Laboratories Inc

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 problemsolving skills and the ability to work in a fastpaced 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 clientfacing and senior managementfacing activities surrounding assigned opportunities ensuring all customer needs are addressed.
• Maintain uptodate 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; Bachelors 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 timemanagement 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 problemsolving 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 fulltime 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 email a request via the website at 

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 

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.

NO AGENCIES CALLS OR EMAILS PLEASE

Remote Work :

No

Employment Type :

Fulltime