Technical Customer Service Account Manager Lead

$83,200 - $114,400/Yr

System One - Columbus, OH

Full-time - Mid Level

Remote - Columbus, OH

Administrative and Support Services

About the position

The Technical Customer Service Account Manager Lead is a contract position focused on enhancing customer service efficiency and managing client relationships within a remote or hybrid work environment. The role involves acting as a liaison between various departments, ensuring customer satisfaction, and managing a portfolio of tier 1 customers. The ideal candidate will possess strong communication skills and a deep understanding of customer service best practices.

Responsibilities

• Create and lead efficiency strategies and value-added workstreams for the Customer Service Team.
• Act as the liaison between Customer Service and Operations, as well as between Customer Service and Sales.
• Execute customer excellence by managing expectations and providing technical responses to customer inquiries.
• Manage a portfolio of 15-25 tier 1 customers, ensuring their needs are met.
• Answer customer inquiries via phone or email within a 24-business hour period.
• Handle customer complaints and facilitate resolutions, acting as the escalation point for others.
• Manage all data recalls on the customer side.
• Attend DDS to represent all Customer Service needs and updates for Operations.
• Demonstrate empathy and support during customer turndowns.
• Generate quotes for testing and upsell where applicable.
• Generate Mock Nutrition Facts Panels using Genesis software.
• Submit requests for reruns and additional testing through LIMS.
• Set up and facilitate conference calls with customers as needed.
• Build new customers in LIMS and update existing customer records as necessary.
• Monitor the Customer Service Dashboard in LIMS and enter action items for changes to testing and rerun requests.
• Ensure customers receive results as soon as possible and send preliminary reports if needed.
• Contact Approvers to expedite Final Reports when necessary.
• Pull historical data upon request and 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.
• Manage client communications to ensure customer satisfaction and support with service-related issues that escalate.
• Own large and specialty projects for the account, setting internal and external strategies for execution success.
• Maintain a deep understanding of all client services and capabilities to apply them to customer conversations and needs.
• Collaborate with Sales to perform QBRs and support sales initiatives within assigned accounts.

Requirements

• Minimum of 3-5 years' experience in customer service and/or account management.
• AS or BS degree in a science-related field.
• Proficiency in Microsoft Office, LIMS, and Salesforce.
• Strong time management and prioritization skills.
• Excellent interpersonal, communication, and business management skills.

Nice-to-haves

• Previous analytical lab experience.

Benefits

• Health and welfare benefits coverage options including medical, dental, and vision insurance.
• Spending accounts and life insurance options.
• Participation in a 401(k) plan.