Technical Customer Service Account Manager Lead

10 hours ago

Madison WI USA, United States System One Full time
Job Summary

We are seeking a highly skilled Technical Customer Service Account Manager Lead to join our team at System One. This role will be responsible for leading a team of customer service representatives and providing technical support to customers.

The ideal candidate will have a strong background in customer service and technical support, with excellent communication and interpersonal skills. They will be able to work effectively in a fast-paced environment and prioritize tasks to meet deadlines.

Key Responsibilities:

  • Lead a team of customer service representatives and provide technical support to customers
  • Develop and implement efficiency strategies and value-added workstreams for the CS team
  • Act as a liaison between CS and Ops and CS and Sales
  • Execute customer excellence through managing expectations and providing technical responses to customer inquiries
  • Manage a portfolio of 15-25 tier 1 customers and ensure their needs are being met
  • Answer customer inquiries via phone or email in a 24-business hour period
  • Handle customer complaints and facilitate resolution and act as the escalation point for other
  • Handles all data recalls on the customer side
  • Attend DDS to represent all CS needs and updates for Ops
  • Demonstrate empathy and support during customer turndowns
  • Generate quotes for testing – upsell where applicable
  • Generate Mock Nutrition Facts Panels via Genesis software
  • Submit requests for reruns and additional testing through LIMS
  • Set up conference calls with customers and facilitate, when needed
  • Build new customers in LIMS and update existing customer records when needed
  • Monitor the Customer Service Dashboard in LIMS (i.e. Analyst Notes, etc.)
  • Enter action items in LIMS for changes to testing and rerun requests
  • Ensure customers are getting results as soon as possible
  • Send Prelim Reports to customers, if needed
  • Contact Approvers to push through 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 phone/email metrics
  • Responsible for managing client communications to ensure customer satisfaction and support with any service-related issues that result in escalation
  • Own large and specialty projects for the account. Set internal and external strategy for these projects to ensure execution success
  • Maintain a deep understanding of all of client's services and capabilities and apply them to customer conversation and needs
  • Maintain strong collaboration with Sales to perform QBRs and support sales initiatives within assigned accounts

Requirements:

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

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