Client Manager at SGS North America Inc. in Lincolnshire, Illinois

Posted in Other 11 days ago.





Job Description:

Company Description



SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.



Job Description



Maintain high customer satisfaction by providing clients a resource for routine testing. Act as a liaison between clients and the laboratory as follows: Prepare and submit responses to all fee schedule/transactional quotes, collaborate with clients, monitor SGS activities against quote scope, schedule teleconferences and face to face meetings as needed, Give clients sample information and coordinate technical support and advice where needed to maintain high customer satisfaction.
1. PRE SALE Process
a. For all standard pricelist jobs respond to enquiries (phone, Web, e-mail enquiries) ensure information is provided to exceed client expectations.
b. Take an active role in cultivating long-term relationships.
2. SALES Process
a. For pricelist jobs prepare a proposal and send to the client.
b. Manage and conduct follow up to convert proposal to a contract.
3. POST SALE Process
a. Upon receipt of signed quote or contract follow contract review procedure.
b. Track status of assigned projects from sample receipt to final report
c. Act as the voice-of-the-customer at SGS.
d. Ensure all sample/documentation/methodology related issues are resolved with the client prior to forwarding the sample(s) for testing
e. Communicate with the department heads to discuss performance, successes, concern and challenges in meeting due dates
f. Manage project scope & prevent project scope creep.
g. Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner



Qualifications



PROFILE


Degree in Pharmacy, Biotechnology, Biology, Chemistry or related science
3 - 5 years experience working as a scientist in a lab environment or equivalent
1 - 2 years experience in a customer service position - preferred.


REQUIRED SKILLS


Knowledge Regulatory Affairs and Pharmaceutical development with emphasis on CMC. Strong negotiation, communication, customer relation, and interpersonal skills
Superior oral and written skills
Self starter with entrepreneurial attitude
The incumbent must be capable of multi-tasking in order to meet the required sample turn-around time and client satisfaction while working together with the Laboratory Managers on a regular basis


OTHER INFORMATION: KPI's


Pre Sale Process
24 hour response time for first response to client on any inquiry/email


Sales Process
Proposal Turnaround = 48 hours after complete information received from client
1st Proposal Follow-up = 48 hours
Post Sales Process
Ensure any contract changes from SGS or client are captured recorded and managed as per the contract review procedure.
All client requests / communications are responded to in a timely manner and records are maintained.









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