Technical Customer Service Account Manager Lead

$83,200 - $114,400/Yr

System One - Pierre, SD

Full-time - Mid Level

Remote - Pierre, SD

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 for a major brand. The role involves acting as a liaison between various departments, ensuring customer satisfaction, and overseeing a portfolio of tier 1 customers. The ideal candidate will possess strong communication skills and a solid background in customer service and account management.

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 Customer Service and Sales
• Manage customer expectations and provide technical responses to inquiries
• Oversee a portfolio of 15-25 tier 1 customers, ensuring their needs are met
• Respond to customer inquiries via phone or email within a 24-business hour period
• Handle customer complaints and facilitate resolutions, acting as the escalation point
• Manage data recalls on the customer side
• Attend DDS to represent Customer Service needs and updates for Operations
• Demonstrate empathy and support during customer turndowns
• Generate quotes for testing and upsell where applicable
• Create 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 customer records in LIMS and update existing ones
• Monitor the Customer Service Dashboard in LIMS
• Enter action items in LIMS for changes to testing and rerun requests
• Ensure timely delivery of results to customers
• Send Preliminary Reports to customers when necessary
• Contact Approvers to expedite 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 metrics
• Manage client communications to ensure satisfaction and support with service-related issues
• 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 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
• Team player
• Previous analytical lab experience is a plus.

Benefits

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