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 client's 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.

Basic Minimum Education Qualifications:

• Bachelor's 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.

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: $58,000 - $65,000 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.