Food Safety Certification Customer Service Manager

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

📋 Description

• Take ownership of a specified portfolio of Food Assurance and Healthcare Assurance clients, serving as their primary commercial contact.

• Manage client relationships remotely through regular check-in calls, video conferences, and business review meetings.

• Comprehend certification roadmaps and proactively address client requirements.

• Collaborate with technical services, scheduling, and operations to resolve challenges and enhance client experience.

• Oversee renewals, recertification cycles, multi-site expansions, and cross-selling initiatives.

• Address client complaints and manage commercial disputes effectively.

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

• Qualify incoming requests and convert them into signed agreements.

• Follow up on proposals, negotiate within approved pricing structures, and escalate exceptions as needed.

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

• Maintain CRM records, opportunities, and pipeline with a focus on data hygiene.

• Monitor order status, outcomes, renewal dates, and revenue forecasts.

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

• Contribute to monthly commercial reporting and KPI reviews.

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

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

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

⛳️ Requirements

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

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

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

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

• Strong knowledge of the food industry, audit schemes, food certifications, and/or the health and wellness industry, including their supply chains, is highly advantageous.

• Previous experience with a certification body, audit firm, laboratory, or consulting organization is beneficial.

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

• Exceptional verbal and written communication skills.

• Proficient in active listening and needs-analysis.

• Strong time management and prioritization capabilities.

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

• Data-driven mindset with the ability to track KPIs, pipelines, and forecasts.

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

• Comfortable using MS Office, with strong skills in Excel, video conferencing, and collaborative platforms.

• Quick to learn certification schemes, service portfolios, and internal systems.

• Customer-focused and solution-oriented approach.

• Resilient and persistent in a target-driven environment.

• Ability to work independently in a fully remote environment while being an active team player.

• Professional ethics and integrity aligned with certification impartiality standards.

• Adaptability and receptiveness to feedback.

• Fluency in English.

• Capability to work in an international, multicultural, and matrixed environment.

🏝️ Benefits

• Eligibility for bonuses.

• Comprehensive medical coverage.

• Options for dental and vision coverage.

• Life and disability insurance.

• 401(k) plan with company matching.

• Paid vacation and holidays.

• Fully remote work arrangement.

• Monday to Friday work schedule.

• Overtime as needed.