Client Services Manager I - Eurofins Environment Testing Laboratory, Arvada, CO
TestAmerica Laboratories, Inc.

Job Info

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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. Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

Job Description

The Client Services / Project Manager I (PM I) is accountable for coordinating and managing clients' projects through all phases of laboratory operations, including project set-up and maintenance, login review, communication of analytical issues, client account
maintenance, reporting, invoicing, bottle orders, client pickups, and
identification of work share facilities. The PM I role fosters and develops client
relationships in support of the laboratory mission.

Essential Duties and Responsibilities:
Project set-up
• Project review in LIMS
• Sets up project
• Adds any project notes (special reporting and invoicing instructions, etc.)
• Reviews project documentation (permits, SOW, QAPP, and purchase/task orders)
• Adds any project documentation to central repository (permits, SOW, QAPP, and
purchase/task orders)
• Sets up client for Total Access
• Manages purchase orders, task orders, contracts, and change order requests
• Verifies that lab compound lists and limits meet project requirements for new projects not quoted
• Adds any project specific limits/lists to LIMS
• Deliverable assignment and delivery route
• For new projects not quoted, confirms that EDD format is available (deliverable
assignment and delivery route). Submits a helpdesk ticket for any new formats needed. Communicates project details to operations
• Initiates project kick off call with client and pertinent staff, if needed
• Engages work share labs, service centers, and non-Eurofins Environment Testing
locations as needed for new projects not quoted
• Works with operations to ensure adequate capacity for incoming work (forecasting)
• Provides updates to operations on upcoming work
• Familiarity with state and national program requirements as it pertains to work mix
• Create bottle orders
• Schedules courier or field sampler, if needed
• Confirms non-Eurofins Environment Testing America subcontract labs are on the
approved list and set-up as vendors for new work
• Confirms non-Eurofins Environment Testing America subcontract labs are on the
approved list and set-up as vendors for existing work
• Initiates approval process for any subcontract labs not on the approved list
• Generates subcontract paperwork
• Generates accounting software requisition when sending subcontract samples
• Verifies that lab certification meets project requirements
• Verifies that lab compound lists and limits meet project requirements for new quotes
• For new quotes confirms that EDD format is available (delivery assignment and delivery
route). If a new format is needed, submits
• For new quotes confirms that EDD format is available (delivery assignment and delivery
route). If a new format is needed, submits a helpdesk ticket
• Engages work share labs, service centers, and non-Eurofins Environment Testing
America locations as needed for new quotes
• Provides supporting documentation to client as needed (contact list, bottle table with
preservation, etc.)

Sample Receipt
• Communicates any issues to clients for duration of project
• Manages incoming work for Rush and short holds
• Reviews log-in
• Resolves log-in issues with client
• Informs client of any log-in discrepancies
• Sets samples to "available" after review
• Sends client sample receipt confirmation
• Reviews draft invoice
• Confirms that any client needed information (purchase order, project number, etc.) is
recorded in LIMS for invoicing

Reporting
• Client specific report requirements
• Reviews job list daily and manages due dates
• Communicates any expected delays to clients before the job due date
• Confirms any data anomalies (filtered > dissolved, deviations from historicals, etc.) with
operations before submitting to client

• Reviews reports and EDDS before issuing to the client
• Confirms correct report format and EDD format is used
• Creates and issues final report by client due date
• Issues final data packages
• State reporting forms and submission
• DMR forms
• EDD checkers
• Data upload
• Compiles case narratives

Invoicing
• Sets up delivery route
• Reviews final invoice before issuing to client
• Generates credit/debit memos as needed
• Submits credit/debit memos for approval
• Submits approved credit/debit memos to client, if needed
• Submits revised invoices
• Initiates follow up calls to confirm correct invoicing
• Works with collections on A/R follow up
• Regular review of A/R status

Client set-up
• Work with CSM to communicate lab capabilities to the client
• Requests new client review
• Confirms sales assignments with BDMs and notifies assigned AE/BDM
• Takes new quote requests from clients
• Reviews client contract requirements / coordinates review with CSM, LD, etc.
• Reviews purchase orders
• Submits purchase orders for approval and returns approved orders to client
• Follows up on client terms and credit limit

Account Maintenance
• Follow up calls and visits with clients
• Provides technical support as needed
• Uses company resources to follow up on client requests
• Familiarity with company capabilities and key contacts
• Forward opportunities and leads to sales
• Forecasts upcoming work
• Asks for the next opportunity
• Area of responsibility (air, regulations, etc.)

Quotes & Proposals
• Initiates project QAPP review with operations, QA, and subcontract labs as needed
• Initiates technical support from operations as needed (special requests, method
development, technical review, etc.)

• Quote generation and approvals
• Reviews client quote requests for capabilities, certifications, scope
• Confirms client contracts (if applicable) and pricing
• Determines lab placement for the work
• Confirms that lab certification meets project requirements
• Confirms that lab compound lists and limits meet project requirements
• Creates quotes
• Submits quotes for approval
• Sends quotes to client
• Forecasts quotes
• Provides QAPP/SOW information to the client as needed
• Updates status in LIMS

Account maintenance
• Submits client complaints and participates in correction action / follow up as needed
• Communicates client issues/complaints to sales
• Follows up on client requests
• Supports the follow up of quotes/bids for tracking purposes

Qualifications

• BS/BA in Chemistry/Sciences or related field (four years related experience
• may substitute for a degree
• 6 months of client-relationship/customer service experience
• Prefer some bench chemist or field experience
• Requires additional lab training in methods and QA across multiple
• departments

Ability and/or Skills

Eurofins Environment Testing services, products, testing capabilities,
technology, production, and support systems
• Program specifications and laboratory procedures
• Environmental regulations
• Process improvement methods
• QA program plan
• Contract compliance
• Laboratory methods and techniques
• Basic knowledge of the LIMS
• Strong interpersonal, communication and problem solving skills
• Effective time management
• Strong organizational skills
• Leadership skills
• Computer skills - using routine software applications such as
Outlook, Office, Excel, Word, Access, and PowerPoint.
• Multi-tasking
• Adaptability and flexibility
• Ability to ensure requirements for On-Time Delivery are met
• Attention to Clients: Demonstrates a desire to understand customer
needs; listens to what customers are saying and asks questions as
appropriate; demonstrates awareness of client goals. Follows up with
clients during projects and following project completion; keeps
clients up to date about decisions that affect them; seeks the
comments, criticisms and involvement of clients; adjusts services
based on client feedback.
• Technical Familiarity: Seeks information from a variety of sources in
a variety of ways to respond to client's technical questions about the
project and to effectively communicate project status.
• Customer Service Orientation: Strives to meet customer expectations
and takes responsibility to resolve client complaints. Provides
prompt, efficient and personalized assistance to meet the
requirements, requests, and concerns of customers; provides
thorough, accurate information to answer customers' questions and
inform them of commitment times or performance guarantees;
actively looks for ways to help customers by identifying and
proposing appropriate solutions and/or services; establishes
boundaries as appropriate for unreasonable customer demands.
• Is pleasant, courteous and professional when dealing with internal or
external customers; displays a good-natured, cooperative attitude; is
calm and empathetic when dealing with hostile customers.

Additional Information

Compensation range: $60,000 - $70,000 per year depending on experience and qualifications.

Position is full-time, exempt from overtime pay, Monday through Friday, day shift with flexibility to work weekends as needed.

Eurofins Environment Testing (USA) provides a compensation range for informational purposes, the actual base compensation may vary based upon, but not limited to, relevant experience and skill set, base compensation of internal peers, business sector, and geographic location.

What we offer:

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

We support your development!Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

We embrace diversity!Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us!We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!

Find out more in our career page: https://careers.eurofins.com/

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 discovery pharmacology, forensics, advanced material sciences and agroscience contract research 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 35 years, Eurofins has grown from one laboratory in Nantes, France to 61,000 staff across a decentralised and entrepreneurial network of ca. 900 laboratories in 61 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.

In 2023, Eurofins generated total revenues of EUR 6.515 billion, and has been among the best performing stocks in Europe over the past 20 years.

Eurofins is aM/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.

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