Food Safety Certification Customer Service Manager

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

📋 Description

• Serve as the primary commercial contact for a designated portfolio of Food Assurance and Healthcare Assurance clients.

• Foster and maintain client relationships remotely via check-in calls, video conferences, and business evaluations.

• Comprehend certification pathways and foresee client requirements.

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

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

• Address client grievances and commercial conflicts.

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

• Assess incoming requests and convert them into finalized agreements.

• Negotiate within the approved pricing structure and escalate exceptions as necessary.

• Accurately process orders and contracts before transferring them to scheduling and operations.

• Oversee renewals and multi-year certification processes.

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

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

• Provide portfolio performance reports, conversion rates, and at-risk account updates to the Commercial Director.

• Assist in monthly commercial reporting and KPI assessments.

• Identify and explore cross-selling opportunities between Food Assurance and Healthcare Assurance.

• Support marketing initiatives, webinars, and industry events with lead follow-up.

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

⛳️ Requirements

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

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

• Familiarity with lead qualification, quoting processes, order management, or account oversight.

• Experience in the TIC (Testing, Inspection & Certification) sector is beneficial.

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

• Authorization to work in the United States without any restrictions or sponsorship.

• Exceptional verbal and written communication abilities.

• Proficient active listening and needs analysis skills.

• Excellent time management and prioritization capabilities.

• Capacity to handle multiple accounts, quotes, and deadlines concurrently.

• Expertise in CRM systems (Microsoft Dynamics) and quoting applications.

• Comfortable using MS Office, particularly Excel, as well as video conferencing and collaborative tools.

• Quick learner regarding certification schemes, service offerings, and internal processes.

• Customer-centric and solution-focused mindset.

• Ability to work autonomously in a fully remote environment while being an effective team player.

• Highest standards of professional ethics and integrity.

• Proficiency in English.

• Capability to thrive in an international, multicultural, and matrixed setting.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive medical insurance.

• Dental and vision plans available.

• Life and disability coverage.

• 401(k) plan with company matching.

• Paid vacation and holidays.

• Remote work flexibility.

• Overtime opportunities as needed.