Client Services Manager

Summary

The Client Services Manager provides management to the Client Services Team by directing the overall client experience. They train, coach and mentor staff on how to deliver the best customer experience possible.

The management role requires a professional individual with great people skills focused on prioritizing existing clients and bringing new clients on board to grow the client base.

The job demands the ability to maintain accurate correspondence records, regularly meeting with management, developing customer service policies and training Client Services Representatives and Client Services Administrators.

The role requires a focus on encouraging client loyalty and enhancing business growth through positive client engagement.

The Client Services Manager should demonstrate active listening and communication skills, while excelling in a high-pressure environment.

The role will ensure client problems are resolved in a timely manner, assist in building sustainable and continuous relationships with clients and provide solutions to inefficiencies in procedures.

This position is given direction by the Operations Manager or General Manager and is an integral part of providing Service Beyond Analysis.

Responsibilities

• All responsibilities as listed for Client Services Representative (CSR) and Senior Client Services Representative
• Develop annual manpower plan and review with Operations Manager / General Manager for budgetary planning each fiscal year
• Ensure routine operations of the client service department duties are met by : Ability to delegate and mentor others in the team and hold them accountable for performance metrics using KPI’s Providing prompt and complete responses to all requests from clients, providing additional input for CSR inquiries Communicating with customers on escalated issues via phone, email or letter Provide internal and external communication or liaison between labs, sales, operations and clients Monitoring progression of all client work and assist in development opportunities Reporting status of unbilled files and ensure invoicing projections are met Review credit requests and investigate root cause for discrepancies
• Hire, supervise, coach and mentor Client Services Team, Administration, Invoicing, Shipping and Logistics with thorough knowledge of Standard Operating Procedures Train Client Project Representatives on how to adequately address client complaints
• Proactively seeking feedback from customers on their service experience and suggesting recommendations to improve client service interactions Compile and track all client concerns Complete investigations and determine root causes for non-conformances pertaining to client services, administration, invoicing, shipping and logistics Implement corrective actions and ensure closure to all client inquiries and concerns and ensure a satisfactory resolution
• Remain current on all aspects of the department and explore value add opportunities
• Recommend and implement changes to policies and procedures as required for processes related to the Client Services Team, Administration, Invoicing, Shipping and Logistics
• Assist in preparation of technical data and present information as needed
• Work with the Accounting team on facilitation of collections with clients
• Work with management on Client Services initiatives
• Work with Management to evaluate the operational systems of the client services group and facilitate continuous improvement
• Act as a liaison between Client Services and Operations / Laboratory / Sales / Quality Assurance Department
• Aid in testing and initiation of client exports to ensure proper programming developments
• Work with National Service Excellence Manager for implementing national harmonization initiatives
• Staff Development : Effectively Manage, mentor and coach team members in their supporting roles by establishing clear performance expectations and providing performance feedback Develop and implement Performance Management Systems : Create processes to measure, report, and improve employee performance Facilitate Goal-Setting Sessions : Ensure alignment between employees' goals and organizational objectives.

Integrate with HR processes : Coordinate performance management with recruitment, training and succession planning. Analyze Performance Data : Identify trends, forecast issues, and recommend solutions.

Manage Performance Improvement Plans (PIPs) Motivate and reward outstanding performance. Evaluate Impact and Effectiveness : Conduct post-implementation reviews of performance initiatives

Strategic Planning : Proactively identify and address potential issues, escalating them, when necessary, to maintain client satisfaction.

Skills and Experience

• Minimum Diploma or Degree in Science or equivalent experience
• Minimum of 5 years related experience in a CSR role, or equivalent (required)
• Minimum of 2 years related experience in supervisory role (required)
• Confident computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems)
• Excellent communication skills both verbal and written; confident telephone communications essential. Ability to develop trust and strong working relationships with internal and external stakeholders.
• Experience working with budgets ensuring strong financial oversight and fiscal responsibility. Strong aptitude for planning, budgeting and analysis.
• Patience; customer rapport building skills are essential. Excellent communication and presentation skills.
• Ability to mentor others in the team. Team-player, strong work ethic and a positive attitude
• Excellent organization and time management skills, with the ability to meet deadlines
• Reliable and self-motivated. Effective decision-making skills.
• High service orientation
• Effective problem solving skills
• Ability to work independently under pressure
• Previous Customer Service experience and team-oriented focus is essential

Work Environment

• General office environment with some exposure to laboratory environment.
• Sitting for prolonged periods of time in an office setting.
• Compliance with established safety procedures and appropriate PPE.
• Manual dexterity is required.
• Exposure to excessive noise, dust and / or varying temperatures is rare
• Noticeable pressure for deadlines
• Unpleasant contact, or concern about unpleasant customer situations is probable
• Moderate disruption of family / social life
1 day ago