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SGS North America Inc. Client Manager - 743999732996425 in Lincolnshire, Illinois

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/8071622 Company Description n

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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.

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nJob Description n

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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

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nQualifications n

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PROFILE

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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.

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REQUIRED SKILLS

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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

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OTHER INFORMATION: KPI's

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Pre Sale Process

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

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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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