Customer Service Manager

Based anywhere in the United States, and reporting to the Commercial Director for Food & Healthcare Assurance US, the Customer Service Manager owns a defined portfolio of accounts across both business lines and acts as the primary commercial point of contact for clients – from initial request and quotation through to contract signature, handover to scheduling, and renewal.The role is deliberately built across the two branches: approximately 50% of the activity is dedicated to Food Assurance and 50% to Healthcare Assurance (GMP certification for dietary supplements, cosmetics and over-the-counter drugs). It combines transactional excellence – fast, accurate quoting and order processing – with genuine account ownership: retaining, serving and growing a base made up of both mid-size single-site clients and large multi-site accounts.This is a fully remote, client-facing position conducted online (phone, email and video), working hand in hand with the technical, scheduling and operations teams who deliver the audits. It is a farmer and portfolio-management role rather than a pure hunter role: success is measured by client retention, conversion rate on quotations, revenue growth on the existing base and quality of serviceCustomer Service Manager – Food & Healthcare Assurance Include but are not Limited to the Following: Account management & client relationship Own a defined portfolio of Food Assurance and Healthcare Assurance clients – from mid-size single-site companies to large multi-site accounts – as their primary commercial point of contact.Manage the relationship remotely through a structured contact plan: regular check-in calls, video meetings and business reviews for the most significant accounts.Understand each client's certification roadmap (audit cycle, scope and standard changes, new sites, new product categories) and anticipate their needs.Work closely with technical services, scheduling and operations to resolve client issues, secure delivery dates and protect the client experience; escalate early when required.Safeguard and grow the installed base: renewals, recertification cycles, multi-site expansion and cross-selling of additional standards and services.Handle client complaints and commercial disputes in a factual, solution-oriented way, in coordination with the Commercial Director.Quoting & sales executionPrepare, issue and follow up quotations and proposals for certification, audit, training and advisory services across both business lines.Qualify inbound requests (web, marketing campaigns, referrals, existing clients) and convert them into signed agreements.Follow up on open offers to drive approval and signature; negotiate within the approved pricing framework and escalate exceptions.Process orders and contracts, ensuring accuracy of scope, standard, site list, pricing and contractual terms before handover to scheduling and operations.Manage renewals and multi-year certification cycles proactively so that no surveillance or recertification audit is lost by default.Consistently meet or exceed quotation turnaround, conversion and revenue targets on the assigned portfolio.Pipeline, CRM & reportingMaintain client records, opportunities and pipeline in the CRM with a high standard of data hygiene – every interaction documented.Track order status, win/loss outcomes, renewal dates and revenue forecast, with a clear split between Food and Healthcare.Provide regular reporting to the Commercial Director on portfolio performance, conversion rates and at-risk accounts.Contribute to the monthly commercial reporting cycle and KPI reviews for both business lines.Cross-business-line developmentIdentify and pursue cross-selling opportunities between the two portfolios – for example a food manufacturer entering the supplement or cosmetic space, or a supplement brand whose co-manufacturers require GFSI certification.Support marketing campaigns, webinars and industry events with structured, timely lead follow-up.Share market intelligence (competitor positioning and pricing, standard and regulatory changes, client feedback) with the commercial organization.Share best practices with the wider sales team and contribute to overall commercial objectives.