ACCOUNT MANAGER Hiring For Account Manager at Warrensville Heights, OH, United States Full Time

Job Description

Responsible for assuring an exceptional customer experience.
As the primary day-to-day contact for customers, the Account Manager is a critical team member and helps set the tone for the organization. NSLs Customer Support Team is the first point of contact for clients and prospects and helps manage the beginning, middle, and end for all scientific testing services. As a member of this team, an account manager not only handles the flow of inquiries and samples through NSLs business processes, but helps frame the testing approach used to answer a clients needs. The account manager also ensures that critical interactions between the laboratory and customers are completed accurately and delivered with high quality and in a timely manner.
The Account Manager also follows established procedures for quoting. Additional tasks also include entering and referring client concerns to proper departments for resolution, communicating with Sales Management regarding new opportunities, assisting management with competitive and market analysis, and supporting Outside Sales Representatives.
Primary: Account Management: Must follow established procedures for quoting new scientific testing work, determining discounts, establishing terms of sale, and providing referrals to other laboratories when appropriate. Enters and refers client concerns to proper departments for resolution. Communicates with Sales Management as needed; regarding pricing, competitive analysis and market analysis. Supports Outside Sales Representatives by supplying information and access to internal resources. May engage in local sales visits as needed.
Secondary: Submission: Receives sample and paperwork from all customers. Labels and identifies sample prior to sending to the lab for testing. Enters data into computer system and confirms quote information or specifications to laboratory. Performs contract review. Maintains LIMS database for customers and their requirements, testing parameters and industry specifications.Essential Functions*:

• Customer Relationship Management:

• Responds to customer issues
• Acts as customer advocate.

• Serves as primary liaison between customer and NSL.
• Addresses concerns and supports needs of customer

• Work closely with laboratory leadership and scientists to ensure that specific customer testing needs are well understood, processed and completed on-time.
• Actively works to increase wallet share/revenue in assigned accounts.
• Develops long term relationships with regular outbound communication (email/phone).
• Works with outside sales and management to negate any competitive pressures.

• Quoting / Pricing:

• Creates quotes from all applicable sources including web/email, customer requests (email/phone) and Sales Department.

• Maintains departmental and customer records:

• Records all information and correspondence regarding samples and requests for testing in appropriate databases. (NetSuite, LIMS, Quality)
• Updates and maintains customer and contact information, including customer requirements, testing parameters and industry specifications.

Incidental Functions:
May assist in submission process as required.
Supervisory Responsibility:
N/A
Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• High school diploma or GED required. Bachelors or Associates degree in business, science or related discipline preferred.
• Exceptional telephone skills.
• Working knowledge or ability to learn network programs such as LIMS, NetSuite
• Proficient in MS Office.
• Strong attention to detail with the ability to organize and multi-task.
• Good typing and data entry skills.
• Ability to prioritize and meet deadlines.

Success Factors:

• Ability to work independently, as well as be a member of a cohesive team.
• Strong orientation toward customer service.
• A curious, scientific mind.
• Willingness to hold him/herself accountable for performance.
• Ability to learn and contribute to a growing company.

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Work Conditions/Physical Demands: *
General office environment: includes sitting, standing and walking; infrequent lifting of up to 20 lbs., pulling, pushing, carrying, reaching, bending, twisting, climbing, squatting, and crouching. Work is completed near a lab environment that contains toxic materials with possible exposure to odors, acids, fumes and other reactive materials.*
Reasonable Accommodations: *
This description is representative of the knowledge, skills, abilities and physical requirements to successfully perform the job. At the employees request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.*
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties or work overtime as required.Location: 4450 Cranwood Parkway, Warrensville Heights, OH 44128Job Type: Full-time