Bio/Pharmaceutical Client Services Team Leader
- Lancaster, PA, USA
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 works 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 the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. Eurofins 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. The Group also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 55,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 50 countries. Eurofins offers 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 2020, Eurofins generated total revenues of EUR € 5.4 billion, and has been among the best performing stocks in Europe over the past 20 years.
While a client service team lead’s daily responsibilities vary, they have several consistent core duties:
Coordinate Client Service Team
The primary responsibility of a client service team lead is managing a team of client service personnel. They may work in an office, coordinating their team throughout their shift which is currently 9am to 5pm EST. Additionally, a client service team lead also answers team members’ questions and provides advice. The client service team will range in size from 3 to 6 individuals.
Provide Direct Client Support
A client service team lead responds directly to clients who need assistance. They may answer phone calls or emails from client contacts to provide quick resolution of issues and questions or may provide assistance to a team member. Client service team leads tend to provide more direct client support during the department’s busiest times, but also assist clients throughout their shift.
Review and Resolve Escalations
If a client service team member is unable to resolve a client’s question or complaint, they usually escalate the call to a client service team lead. The team lead then identifies a solution to the client’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the client is satisfied. The client services team lead will evaluate annual client spend and work type to ensure that clients are best served. The CSTL will evaluate clients that exceed the annual spending thresholds or do not meet work type mixes and work with the Eurofins-BPT Project Management group to reassign clients to permanent project managers and ensure the smooth transition of the client out of the client services group into the project management groups.
Evaluate Team Members
The CSTL will be expected conduct periodic reviews and evaluations of team members. The CSTL will be required to monitor employee performance and note areas for improvement, often using an employee evaluation criteria and then meeting directly with the team member to discuss their performance. The CSTL may also make recommendations to HR departments and upper-level management if an employee is consistently not meeting expectations. The CSTL will also be required to work with upper-level management to amend and update employee goals and expectations documents in order to support continuous improvement and development of team members.
Support Process Improvement
The CSTL will improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. They may gather data related to client contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved. They will consult on client service team resources, training documentation, and client-activity reporting tools for continuous improvement utilizing Lean ideology,.
Train New Hires
The CSTL in conjunction with department-level trainers is expected to train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving client calls. Additionally, the CSTL will monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed. The CSTL will also aid in individual employee development to ensure individual’s growth goals are met and foster a community of continuous learning and personal as well as professional development.
The Ideal Candidate will Possess.
- Excellent oral and written communication skills
- Direct supervisory experience. Desire for continued growth in leadership responsibilities.
- Ability to work independently and as part of team, is self-motivated, adaptable and has a positive attitude.
- Strong desire to oversee and train client service team members and drive their professional development
- Experience using a Laboratory Information Management System (LIMS)
- Experience in a GMP environment and compliance with federal regulations
- Experience utilizing a case management software such as Microsoft Dynamics CRM, Salesforce or the like.
- Experience using Microsoft project is plus
Basic Minimum Qualifications
- Bachelor's degree in science, business, or other related degree concentration, or equivalent directly-related experience (two years of directly related industry experience is equivalent to one full-time year of college in related major)
- Authorization to work in the United States indefinitely without restriction or sponsorship
- At least two years working in a customer or client services field.
- Strong computer skills especially with working knowledge of Microsoft Office programs including Word, Excel, PowerPoint.
Position is full-time, Monday - Friday 8:00am - 5:00pm. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply.
- 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
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.