Customer Service Manager

Based anywhere in the United States and reporting to the Commercial Director for Food & Healthcare Assurance US the Customer Service Manager owns a defined portfolio of accounts across both business lines and acts as the primary commercial point of contact for clients from initial request and quotation through to contract signature handover to scheduling and renewal.

The role is deliberately built across the two branches: approximately 50% of the activity is dedicated to Food Assurance and 50% to Healthcare Assurance (GMP certification for dietary supplements cosmetics and over-the-counter drugs). It combines transactional excellence fast accurate quoting and order processing with genuine account ownership: retaining serving and growing a base made up of both mid-size single-site clients and large multi-site accounts.

This is a fully remote client-facing position conducted online (phone email and video) working hand in hand with the technical scheduling and operations teams who deliver the audits. It is a farmer and portfolio-management role rather than a pure hunter role: success is measured by client retention conversion rate on quotations revenue growth on the existing base and quality of service

Customer Service Manager Food & Healthcare Assurance Include but are not Limited to the Following:

Account management & client relationship

• Own a defined portfolio of Food Assurance and Healthcare Assurance clients from mid-size single-site companies to large multi-site accounts as their primary commercial point of contact.
• Manage the relationship remotely through a structured contact plan: regular check-in calls video meetings and business reviews for the most significant accounts.
• Understand each clients certification roadmap (audit cycle scope and standard changes new sites new product categories) and anticipate their needs.
• Work closely with technical services scheduling and operations to resolve client issues secure delivery dates and protect the client experience; escalate early when required.
• Safeguard and grow the installed base: renewals recertification cycles multi-site expansion and cross-selling of additional standards and services.
• Handle client complaints and commercial disputes in a factual solution-oriented way in coordination with the Commercial Director.

Quoting & sales execution

• Prepare issue and follow up quotations and proposals for certification audit training and advisory services across both business lines.
• Qualify inbound requests (web marketing campaigns referrals existing clients) and convert them into signed agreements.
• Follow up on open offers to drive approval and signature; negotiate within the approved pricing framework and escalate exceptions.
• Process orders and contracts ensuring accuracy of scope standard site list pricing and contractual terms before handover to scheduling and operations.
• Manage renewals and multi-year certification cycles proactively so that no surveillance or recertification audit is lost by default.
• Consistently meet or exceed quotation turnaround conversion and revenue targets on the assigned portfolio.

Pipeline CRM & reporting

• Maintain client records opportunities and pipeline in the CRM with a high standard of data hygiene every interaction documented.
• Track order status win/loss outcomes renewal dates and revenue forecast with a clear split between Food and Healthcare.
• Provide regular reporting to the Commercial Director on portfolio performance conversion rates and at-risk accounts.
• Contribute to the monthly commercial reporting cycle and KPI reviews for both business lines.

Cross-business-line development

• Identify and pursue cross-selling opportunities between the two portfolios for example a food manufacturer entering the supplement or cosmetic space or a supplement brand whose co-manufacturers require GFSI certification.
• Support marketing campaigns webinars and industry events with structured timely lead follow-up.
• Share market intelligence (competitor positioning and pricing standard and regulatory changes client feedback) with the commercial organization.
• Share best practices with the wider sales team and contribute to overall commercial objectives.

Qualifications :

Basic Minimum Education Qualifications:

• Bachelors degree in Business Sales Marketing Economics Food Science Biology Chemistry Pharmacy or a related field.
• Equivalent professional experience may substitute for formal education.

Basic Minimum Work Requirements:

• Minimum 2 years experience in B2B inside sales customer service business development or account support.
• Exposure to lead qualification quoting order processing or account management.
• TIC (Testing Inspection & Certification) industry experience is an advantage.
• Knowledge of the food industry audit schemes food certifications and/or the health and wellness industry (dietary supplements cosmetics personal care/OTC) and their supply chains is a strong advantage.
• Prior experience within a certification body audit firm laboratory or consulting organization is a plus.
• Authorization to work in the United States indefinitely without restriction or sponsorship.

The Ideal Candidate Possesses the Following:

Sales & communication

• Excellent verbal and written communication skills.
• Active listening and needs-analysis skills with the ability to identify client pain points.
• Professional phone email and video-meeting presence credibility is built entirely online in this role.

Organizational & analytical

• Strong time management and prioritization skills across two business lines.
• Ability to manage multiple accounts quotations and deadlines simultaneously without losing accuracy.
• Data-driven mindset comfortable tracking KPIs pipelines and forecasts.
• Rigor on contractual and pricing detail scope sites standards and terms must be right the first time.

Technical & digital

• Proficiency with CRM systems (Microsoft Dynamics) and quoting tools.
• Comfortable with MS Office (strong Excel) video conferencing and collaborative platforms.
• Ability to learn certification schemes service portfolios and internal systems quickly.

Interpersonal & behavioral

• Customer-focused and solution-oriented mindset.
• Resilience and persistence in a target-driven environment.
• Self-starter able to work independently in a fully remote setting while remaining a strong team player.
• Highest standards of professional ethics and integrity in line with the impartiality requirements applying to certification activities.
• Adaptability and openness to feedback.

Language

• Fluency in English
• Ability to work in an international multicultural and matrix environment.

Additional Information :

The position is fully remote full-time Monday-Friday 8:00a.m.-5:00p.m. with overtime as needed. Candidates can reside anywhere in the United States. 

Excellent full-time benefits including:

• Compensation: $58000 - $65000 base bonus eligibility
• Comprehensive medical coverage dental and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins USA Food Testing is a Disabled and Veteran Equal Employment Opportunity employer.

Remote Work :

Yes

Employment Type :

Full-time