Client Service Manager

Position

Objective:

Lead, teach and coach the Client Service department to develop and deepen customer intimacy and help drive profitable sales growth.  Set clear direction for the department by working directly with the RVP’s on revenue and customer objectives and Supply Chain in understanding service-level options for customers.

Key Result Areas:

Performance Standards

Sales Management

• Active engagement with commercial leadership team to understand objectives, strategy and position the Client Support Service Team to help achieve them.
• Participate in national and regional Field Sales & Technical meetings.
• Work with Commercial Sales and Demand Planning team to create, maintain and update sales data tools to effectively monitor customer activity
• Work with Commercial and Marketing to ensure the team consistently communicates Company and product messages.
• Collaborate with Logistics and Manufacturing to implement processes develop and maintain service-levels
• Review Sales Volume, Demand Forecast, and Order Patterns to identify both new and old customers for growth and development of sales pipeline
• Maintain deep product knowledge to support customers for product use and potential future growth opportunities

Customer Service

• Lead and Manage Client Support Service team.
• Drive continuous improvement by tracking customer behavior, evaluating and redesigning processes.
• Develop and implement KPI’s for the Client Support Service Team
• Work with IT to automate process of capturing order interruption.
• Work with Quality to dashboard customer concerns and ensure customer follow-up by the Commercial Leadership team and Client Support Service team.
• Keep job and industry knowledge current by participating in educational opportunities; reading professional publications; training; maintaining personal networks.
• Visit customers as needed to deepen customer relationships.
• Partner with Sr. Client Support Project Lead on business projects and continuous improvement initiatives. 

Market Intelligence

• Drive process for capturing yeast and BI competitive information and updating CRM
• Benchmark best practices; analyze information and applications.

Human Resources

• Performance Management of Client Support Team
• Monitor the organization size and design based on changing work needs for optimal staffing levels.
• Comply with HR policies and procedures.
• Comply with relevant employment laws.

Other

• Other duties as assigned.

A combination of the listed skills and knowledge is preferred.

• Ten (10) plus years’ experience in a customer service environment.
• One (1) to three (3) years management experience.
• Strong PC, word processing and spreadsheet skills.
• Excellent oral and written communication.
• Effective interpersonal skills.
• Strong analytical, multitasking and organizational skills.
• Literacy with integrated business systems.

Working Conditions

• Standard Office Environment

Other Factors

• Travel may be required, but limited to less than 5%