Customer Service Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Manage a designated portfolio of Food Assurance and Healthcare Assurance clients as their main commercial contact.

• Build and maintain client relationships remotely through regular check-in calls, video conferences, and business reviews.

• Comprehend clients' certification pathways and proactively anticipate their requirements.

• Collaborate with technical services, scheduling, and operations to address issues and ensure delivery timelines.

• Protect and expand the existing client base through renewals, recertification, multi-site growth, and cross-selling initiatives.

• Address client grievances and resolve commercial disputes.

• Prepare, issue, and follow up on quotations and proposals related to certification, audits, training, and advisory services.

• Assess incoming requests and convert them into signed contracts.

• Follow up on proposals, negotiate within authorized pricing structures, and escalate exceptions as necessary.

• Accurately process orders and contracts before transitioning to scheduling and operations.

• Actively manage renewals and multi-year certification cycles.

• Meet or exceed targets for quotation turnaround, conversion rates, and revenue generation.

• Keep client records, opportunities, and pipelines updated in the CRM system.

• Monitor order statuses, win/loss metrics, renewal timelines, and revenue projections.

• Report on portfolio performance, conversion statistics, and at-risk accounts to the Commercial Director.

• Contribute to monthly commercial reporting and KPI assessments.

• Identify and pursue opportunities for cross-selling between Food Assurance and Healthcare Assurance portfolios.

• Assist in marketing campaigns, webinars, and industry events with lead follow-up.

• Share market insights and best practices with the commercial team and broader sales organization.

⛳️ Requirements

• Bachelor's degree in Business, Sales, Marketing, Economics, Food Science, Biology, Chemistry, Pharmacy, or a related discipline; relevant professional experience may be accepted in lieu of formal education.

• At least 2 years of experience in B2B inside sales, customer service, business development, or account management.

• Familiarity with lead qualification, quoting, order processing, or account management is essential.

• Experience in the TIC (Testing, Inspection & Certification) industry is advantageous.

• Strong knowledge of the food industry, audit frameworks, food certifications, and/or the health and wellness sector is a significant advantage.

• Previous experience in a certification body, audit firm, laboratory, or consulting organization is a plus.

• Must have authorization to work in the United States indefinitely without restrictions or sponsorship.

• Exceptional verbal and written communication abilities.

• Strong active listening and needs-analysis capabilities.

• Excellent time management and prioritization skills.

• Capacity to manage multiple accounts, quotations, and deadlines concurrently.

• Data-driven approach, comfortable with tracking KPIs, pipelines, and forecasts.

• Proficient in CRM systems, particularly Microsoft Dynamics, and quoting tools.

• Skilled in MS Office, including advanced Excel capabilities, as well as video conferencing and collaboration platforms.

• Quick learner for certification schemes, service portfolios, and internal systems.

• Customer-centric and solution-focused mentality.

• Resilient and persistent in a target-oriented environment.

• Capable of working independently in a fully remote setting while remaining a collaborative team member.

• Professional ethics and integrity in alignment with certification impartiality standards.

• Adaptable and open to constructive feedback.

• Fluency in English is required.

• Ability to thrive in an international, multicultural, and matrixed environment.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive medical coverage.

• Options for dental care.

• Vision care options.

• Life insurance provided.

• Disability insurance coverage.

• 401(k) plan with company matching.

• Paid vacation and holidays.

• Fully remote work environment.

• Monday to Friday work schedule.

• Overtime available as needed.