Client Services Manager

Job Description

Job Description

Continental is hiring a Client Services Manager ! You'll take our accounts directly, and serve as a liaison between our long-standing clients and our operations. You will own our customer relationships end to end: the quote that goes out, the order that comes in, the shipment that leaves on time, and the answer that reaches the customer. Our customers are diagnostics companies around the world, many of which have purchased biological raw materials from us for decades. You'll send quotes, receive the PO’s, and communicate between our internal operations team and the external customers. You will serve as the main point of contact our customers communicate with, and you’ll be the one who answers their requests about shipments, pricing and feasibility of products and projects. Pricing sits with you, inside limits we set together.

Continental has been in business for over 55 years and is a private for-profit blood banking company. We service pharmaceutical and research companies all over the world, and our product is used for research and diagnostic testing materials. With two centers, one in Fort Lauderdale and one in Miami, we provide our blood donors with quality customer services.

Your Responsibilities Will Include

• Owning our customer relationships. You become the primary point of contact for our largest accounts, which are located both domestically and internationally
• Owning the RFQ and quoting process: preparing quotes, pricing within established floors, and getting them out on a committed timeline rather than when we get to them
• Owning the order-to-shipment process end to end, coordinating with our laboratory, production, fulfillment and warehouse teams so that what we promise is what we deliver
• Building and managing a small client services team, starting with a Client Services Representative you will help us hire
• Setting and holding service standards: response times, quote turnaround, and proactive communication when something slips
• Working with our CEO and Controller on pricing strategy, margin and where our numbers need to move
• Bringing customer feasibility questions to the right internal people and closing the loop, rather than letting questions sit
• Representing Continental at industry meetings may be required
• Reporting discrepancies and incidents into our Quality Management System, and completing assigned tasks in our HR and QMS systems accurately and on time

Ideal Candidates Meet the Following Requirements

• Five or more years in account management, client services, commercial operations or inside sales management
• Experience managing at least one direct report, or clear readiness to start
• Comfortable with cost, margin and pricing conversations; able to read a cost model and hold a floor
• Must fluently speak, understand and write English at a high standard. Much of this role is written communication with customers for whom English is a second language
• Proficient computer skills; experience with an ERP or order management system
• Background in life sciences, diagnostics, laboratory supply, biologics, medical devices or another regulated manufacturing environment is strongly preferred
• Experience working inside an ISO 9001 or FDA-regulated quality system is a plus
• Experience with international shipping, customs documentation or cold-chain logistics is a plus
• Being bilingual, Spanish and English, a plus

What You Can Expect from Us

• You'll Be Treated Fairly-- We are a family-owned and operated company, and we consider each of our employees as part of our larger family. We operate and make our decisions based on merit, qualifications and performance.
• You'll Be Challenged-- We hold very specialized and several regulatory licenses, which means our work environment is constantly evolving as agencies continue to update and improve their standards.
• You'll Have Real Authority-- This is not a coordination role with a manager's title. You will carry pricing discretion within agreed floors, you will own the accounts, and you will build your own team. We are hiring you so that these decisions stop sitting on the CEO's desk.
• You'll Have Reasonable Hours-- Our standard working hours are roughly 7:30am to 5:00pm, and roughly 7:30am to 3:00pm on Fridays. Because many of our customers are in Europe and Asia, some mornings start early, but we do not expect nights, weekends, or on-call.
• You'll Be Provided with Benefits-- After a probationary period, you have the option to partake in the health insurance plans we provide. You also have the option to start a 401k, all expenses of setting up the account covered by us.

What We Expect From You

• Ownership - This is the heart of the job. When a customer asks us something, we expect you to be the person who makes sure it gets answered, not the person who forwards it. If an answer requires somebody else, you go get it.
• Communication - We feel this is the most important aspect of any job. You must be in communication with your supervisor, and make sure they are familiar with and in agreement with your everyday tasks. With customers, the standard is simple: answer them, and if you don't have the answer yet, tell them so and tell them when you will.
• Timeliness - Everything we do, from shipping out specialty products to scheduling specific donors, is on a schedule. While we are very flexible in terms of time off and scheduling, we operate on the assumption that our employees will be timely, and if necessary, gives plenty of notice of their future absence.
• Team Work - Our operations, testing and systems are complex and multifaceted, so we expect you to work well with our current team members, from those in the lab to those in administration, to ensure we work most cohesively.
• Flexibility - We have two centers: our home office in Miami, and a second in Fort Lauderdale. We expect that if necessary, you are willing to work at either location. We also expect that you'll be willing to jump in anywhere in the office where we might need you.
• Willingness to Learn - While we expect you'll come in with a variety of basic skills, we ask that you come also knowing you'll learn a lot here. Blood banking is a specialized field and nobody arrives knowing all of it; we will teach you.

Salary & Benefits

• Competitive salary within the field. Final determination will depend on experience level and qualifications.
• Profit Sharing & 401k after 1-Full Year of Service - Fully funded and invested. All administrative and investment fees are paid for by Continental.
• Health Insurance - A majority of the insurance fees is paid for by Continental. This includes gap, vision and dental insurance. We can talk to you about what kind of plan will work for you.

About Continental Services Group Inc.

We are an FDA-licensed company that has been in business for over 55 years. We provide blood components and other biological raw materials to our customers, who use the material for the further manufacturing of in-vitro diagnostic products. The vast majority of the product we sell is used for manufacturing test kits and controls, which are used in hospitals around the world. Holding some of the industry's most specialized certifications, we draw the blood and other raw material from a wide base of donors, a majority of which repeatedly and consistently visits every 56 days. This repeat-donor base allows us to provide extensively tested and unique products to the pharmaceutical industry.

Continental has been an FDA licensed facility since 1971, holding multiple city, state and federal licenses. Our laboratory is CLIA certified since 1971, and our facilities have been ISO 9001 certified since 2003. Continental Services Group is an Equal Opportunity Employer and maintains a smoke and drug-free workplace. All offers of employment are contingent upon successful completion of drug and background checks.