Client Services Group Leader

Client Services Group Leader

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 believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 47,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. 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, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Job Description

Lead a team of Client Service Representatives (CSR)s, Senior CSRs, and CS Team Leaders in a business to business setting to resolve client queries, assist laboratory staff in problem resolution with the clients, promote and maintain mutually successful business relationships with external and internal clients and onboard new clients into Eurofins.

The CSR Group leader will:

• Develop strategies for improving customer experiences
• Foster an environment of collaboration and team building
• Monitor teams account and caseloads, adjust caseloads for maximum productivity, advocate for team members and ensure that all team members are able to be successful
• Organize and facilitate new hire training
• Serve as an escalation contact as needed for unmet expectations
• Develop and execute strategies for sustainable and responsible team growth in line with the business needs
• Assist leadership with the interview and human resources management of CSRs and team leaders
• Assure team quality by writing and training staff to write investigations of team quality events with on time closure and effective CAPA assignment

Qualifications

The ideal candidate would possess:

• Strong computer, scientific, and organizational skills
• Excellent communication (oral and written) and attention to detail
• Ability to work independently and as part of a team, self-motivation, adaptability, and a positive attitude
• Ability to learn new techniques, perform multiple tasks simultaneously, keep accurate records, follow instructions, and comply with company policies
• Five years of client services experience in the preferably in the pharmaceutical industry in a GMP environment
• Proficiency utilizing communication software- preferably Microsoft Outlook and Case Management Platforms

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)
• At least five years of related LIMS experience
• Authorization to work in the United States indefinitely without restriction or sponsorship

Additional Information

This role is Full-Time, First Shift, 8am-5pm M-F plus additional hours may be required when necessary. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply.

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

Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.