Customer Service Manager

Company Description Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products. 1. Eurofins Group Eurofins Scientific through its subsidiaries is a world leader in food, environment, pharmaceutical and cosmetic product testing, discovery pharmacology, forensics, advanced material sciences, and in agroscience Contract Research services. It is also one of the global independent market leaders in genomics and in the support of clinical studies, as well as in BioPharma Contract Development and Manufacturing. In addition, Eurofins is one of the key emerging players in specialty esoteric and molecular clinical diagnostic testing in Europe and the USA. With over 65,000 staff across a network of independent companies in 60 countries and operating over 950 laboratories, Eurofins offers a portfolio of over 200,000 analytical methods for evaluating the safety, identity, composition, authenticity, origin and purity of biological substances and products, as well as for innovative clinical diagnostics. The objective of Eurofins companies is to provide their customers with high-quality services, accurate results on time and expert advice by their highly qualified staff. Learn more about Eurofins Group at 2. Eurofins Food Assurance Eurofins Food Assurance (FA) is a global trusted expert in food safety and integrity, supporting food manufacturers and retailers in identifying and mitigating risks across their entire food value chain. Eurofins' worldwide network of experts provides auditing, certification, training and advisory services, including food label check, helping customers comply with regulatory and market standards and bring safe, high-quality products to market. In the United States, the portfolio covers GFSI certification schemes (SQF, BRCGS, FSSC 22000), second-party supplier audits, retailer and brand-owner audit programs, social and ethical audits, GMP audits, training and consulting. Learn more at 3. Eurofins Healthcare Assurance Eurofins Healthcare Assurance supports manufacturers, brand owners and retailers of dietary supplements, cosmetics and personal care products in demonstrating cGMP compliance and gaining retailer trust and consumer confidence. The US portfolio is built around GMP process certification to 21 CFR 111 and 21 CFR 117, NSF/ANSI 455-2, the GRMA retailer-recognized program, cosmetics GMP (ISO 22716), SSCI-recognized schemes, along with social and ethical compliance audits, dedicated training and advisory services. Market regulations vary from country to country, but a growing number of retailers now require their suppliers to meet cGMP requirements – making this one of the fastest-growing assurance segments in the US. Learn more at Job Description Based anywhere in the United States, and reporting to the Commercial Director for Food & Healthcare Assurance US, the Customer Service Manager owns a defined portfolio of accounts across both business lines and acts as the primary commercial point of contact for clients – from initial request and quotation through to contract signature, handover to scheduling, and renewal. The role is deliberately built across the two branches: approximately 50% of the activity is dedicated to Food Assurance and 50% to Healthcare Assurance (GMP certification for dietary supplements, cosmetics and over-the-counter drugs). It combines transactional excellence – fast, accurate quoting and order processing – with genuine account ownership: retaining, serving and growing a base made up of both mid-size single-site clients and large multi-site accounts. This is a fully remote, client-facing position conducted online (phone, email and video), working hand in hand with the technical, scheduling and operations teams who deliver the audits. It is a farmer and portfolio-management role rather than a pure hunter role: success is measured by client retention, conversion rate on quotations, revenue growth on the existing base and quality of service Customer Service Manager – Food & Healthcare Assurance Include but are not Limited to the Following: Account management & client relationship • 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. Quoting & sales execution • 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. Pipeline, CRM & reporting • 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. Cross-business-line development • 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. Qualifications Basic Minimum Education Qualifications: • 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. Basic Minimum Work Requirements: • 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. • 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. • Authorization to work in the United States indefinitely without restriction or sponsorship. The Ideal Candidate Possesses the Following: Sales & communication • 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. Organizational & analytical • 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. Technical & digital • 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. Interpersonal & behavioral • 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. Language • Fluency in English • Ability to work in an international, multicultural and matrix environment. Additional Information 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. Excellent full-time benefits including: • Compensation: $58,000 - $65,000 base + bonus eligibility • Comprehensive medical coverage, dental, and vision options • Life and disability insurance • 401(k) with company match • Paid vacation and holidays Eurofins USA Food Testing is a Disabled and Veteran Equal Employment Opportunity employer. • Compensation: USD 58000 - USD 65000 - yearly