Customer Service Manager

Summary

Eurofins is an international life sciences company providing analytical testing, certification, auditing, and advisory services across food, healthcare, and other industries. The Customer Service Manager owns a portfolio of Food Assurance and Healthcare Assurance accounts, managing client relationships, quotations, contracts, renewals, cross-selling, CRM reporting, and coordination with technical and operations teams.

Responsibilities

• Own a defined portfolio of Food Assurance and Healthcare Assurance clients – from mid-size single-site companies to large multi-site accounts – as their primary commercial point of contact
• Manage the relationship remotely through a structured contact plan: regular check-in calls, video meetings and business reviews for the most significant accounts
• Understand each client's certification roadmap (audit cycle, scope and standard changes, new sites, new product categories) and anticipate their needs
• Work closely with technical services, scheduling and operations to resolve client issues, secure delivery dates and protect the client experience; escalate early when required
• Safeguard and grow the installed base: renewals, recertification cycles, multi-site expansion and cross-selling of additional standards and services
• Handle client complaints and commercial disputes in a factual, solution-oriented way, in coordination with the Commercial Director
• Prepare, issue and follow up quotations and proposals for certification, audit, training and advisory services across both business lines
• Qualify inbound requests (web, marketing campaigns, referrals, existing clients) and convert them into signed agreements
• Follow up on open offers to drive approval and signature; negotiate within the approved pricing framework and escalate exceptions
• Process orders and contracts, ensuring accuracy of scope, standard, site list, pricing and contractual terms before handover to scheduling and operations
• Manage renewals and multi-year certification cycles proactively so that no surveillance or recertification audit is lost by default
• Consistently meet or exceed quotation turnaround, conversion and revenue targets on the assigned portfolio
• Maintain client records, opportunities and pipeline in the CRM with a high standard of data hygiene – every interaction documented
• Track order status, win/loss outcomes, renewal dates and revenue forecast, with a clear split between Food and Healthcare
• Provide regular reporting to the Commercial Director on portfolio performance, conversion rates and at-risk accounts
• Contribute to the monthly commercial reporting cycle and KPI reviews for both business lines
• Identify and pursue cross-selling opportunities between the two portfolios – for example a food manufacturer entering the supplement or cosmetic space, or a supplement brand whose co-manufacturers require GFSI certification
• Support marketing campaigns, webinars and industry events with structured, timely lead follow-up
• Share market intelligence (competitor positioning and pricing, standard and regulatory changes, client feedback) with the commercial organization
• Share best practices with the wider sales team and contribute to overall commercial objectives

Skills

• * Bachelor's degree in Business, Sales, Marketing, Economics, Food Science, Biology, Chemistry, Pharmacy or a related field
• * Equivalent professional experience may substitute for formal education
• * Minimum 2 years' experience in B2B inside sales, customer service, business development or account support
• * Exposure to lead qualification, quoting, order processing or account management
• * Authorization to work in the United States indefinitely without restriction or sponsorship
• * Excellent verbal and written communication skills
• * Active listening and needs-analysis skills, with the ability to identify client pain points
• * Professional phone, email and video-meeting presence – credibility is built entirely online in this role
• * Strong time management and prioritization skills across two business lines
• * Ability to manage multiple accounts, quotations and deadlines simultaneously without losing accuracy
• * Data-driven mindset, comfortable tracking KPIs, pipelines and forecasts
• * Rigor on contractual and pricing detail – scope, sites, standards and terms must be right the first time
• * Proficiency with CRM systems (Microsoft Dynamics) and quoting tools
• * Comfortable with MS Office (strong Excel), video conferencing and collaborative platforms
• * Ability to learn certification schemes, service portfolios and internal systems quickly
• * Customer-focused and solution-oriented mindset
• * Resilience and persistence in a target-driven environment
• * Self-starter, able to work independently in a fully remote setting while remaining a strong team player
• * Highest standards of professional ethics and integrity, in line with the impartiality requirements applying to certification activities
• * Adaptability and openness to feedback
• * Fluency in English
• * Ability to work in an international, multicultural and matrix environment
• Based anywhere in the United States
• The position is fully remote full-time, Monday-Friday, 8:00a.m.-5:00p.m., with overtime as needed
• Candidates can reside anywhere in the United States
• * TIC (Testing, Inspection & Certification) industry experience is an advantage
• * Knowledge of the food industry, audit schemes, food certifications, and/or the health and wellness industry (dietary supplements, cosmetics, personal care/OTC) and their supply chains is a strong advantage
• * Prior experience within a certification body, audit firm, laboratory or consulting organization is a plus

Qualifications

Must Haves

• * Bachelor's degree in Business, Sales, Marketing, Economics, Food Science, Biology, Chemistry, Pharmacy or a related field
• * Equivalent professional experience may substitute for formal education
• * Minimum 2 years' experience in B2B inside sales, customer service, business development or account support
• * Exposure to lead qualification, quoting, order processing or account management
• * Authorization to work in the United States indefinitely without restriction or sponsorship
• * Excellent verbal and written communication skills
• * Active listening and needs-analysis skills, with the ability to identify client pain points
• * Professional phone, email and video-meeting presence – credibility is built entirely online in this role
• * Strong time management and prioritization skills across two business lines
• * Ability to manage multiple accounts, quotations and deadlines simultaneously without losing accuracy
• * Data-driven mindset, comfortable tracking KPIs, pipelines and forecasts
• * Rigor on contractual and pricing detail – scope, sites, standards and terms must be right the first time
• * Proficiency with CRM systems (Microsoft Dynamics) and quoting tools
• * Comfortable with MS Office (strong Excel), video conferencing and collaborative platforms
• * Ability to learn certification schemes, service portfolios and internal systems quickly
• * Customer-focused and solution-oriented mindset
• * Resilience and persistence in a target-driven environment
• * Self-starter, able to work independently in a fully remote setting while remaining a strong team player
• * Highest standards of professional ethics and integrity, in line with the impartiality requirements applying to certification activities
• * Adaptability and openness to feedback
• * Fluency in English
• * Ability to work in an international, multicultural and matrix environment
• Based anywhere in the United States
• The position is fully remote full-time, Monday-Friday, 8:00a.m.-5:00p.m., with overtime as needed
• Candidates can reside anywhere in the United States

Nice to Haves

• * TIC (Testing, Inspection & Certification) industry experience is an advantage
• * Knowledge of the food industry, audit schemes, food certifications, and/or the health and wellness industry (dietary supplements, cosmetics, personal care/OTC) and their supply chains is a strong advantage
• * Prior experience within a certification body, audit firm, laboratory or consulting organization is a plus

Benefits

• Bonus eligibility
• Fully remote work arrangement
• Comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays