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Technical Customer Service Account Manager Lead

Employment Type: Contract/Temp

Date Posted: 9/24/2024

Location: Remote

Pay Range: $40.00 - $55.00 per Hour

Job Number: JO-2409-2524

Primary Function

Exciting opportunity at a Big Brand! Motivated and experienced Customer Service/Account Representative Lead to join our external Customer Service department.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), preferred candidate will demonstrate strong relationship and client rapport skills.

Salary range: $40-$55/hour

Start Date: 10/7/24

End Date: 9/22/25

Can be onsite (Minneapolis), remote, or hybrid

Duties & Responsibilities

• Create/lead efficiency strategies and value added workstreams for the CS Team

• Act as the liaison between CS and Ops and CS and Sales

• Executing customer excellence through managing expectations and providing technical responses to customer inquiries and serving as a liaison between customers and external sales, sample handling and quality teams, along with lab analysts and scientists

• Managing a portfolio of 15-25 tier 1 customers; ensuring their needs are being met

• Answer customer inquiries via phone or email in a 24-business hour period

• Service capabilities, Results status, Results interpretation, etc.

• Handle customer complaints and facilitate resolution and act as the escalation point for other

• Handles all data recalls on the customer side

• Attend DDS to represent all CS needs and updates for Ops

• Demonstrate empathy and support during customer turndowns

• Generate quotes for testing – upsell where applicable

• Generate Mock Nutrition Facts Panels via Genesis software

• Submit requests for reruns and additional testing through LIMS

• Set up conference calls with customers and facilitate, when needed

• Build new customers in LIMS and update existing customer records when needed

• Monitor the Customer Service Dashboard in LIMS (i.e. Analyst Notes, etc.)

• Enter action items in LIMS for changes to testing and rerun requests

• Ensure customers are getting results as soon as possible

• Send Prelim Reports to customers, if needed

• Contact Approvers to push through Final Reports, if needed

• Pull historical data upon request

• Log all customer communications in Salesforce

• Assist with customer information Echo review as time allows

• Communicate weekly updates on submission trends and phone/email metrics

• Responsible for managing client communications to ensure customer satisfaction and support with any service-related issues that result in escalation

• Own large and specialty projects for the account. Set internal and external strategy for these projects to ensure execution success

• Maintain a deep understanding of all of client's services and capabilities and apply them to customer conversation and needs

• Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Skills & Qualifications

• Strong time management and prioritization skills

• Excellent interpersonal, communications and business management skills

• Team Player

• Previous analytical lab experience a plus

Education & Experience

• Minimum of 3-5 years’ experience in customer service and/or account management

• AS or BS degree in science-related field

• Proficiency in Microsoft Office, LIMS and Salesforce

To Apply

Use the link at the bottom of this page to apply. Make sure you are using the latest version of your browser.

Diversity Inclusion & Customer Service Statement

TeamPeople, a division of System One, is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way. TeamPeople not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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