Now Hiring - Sigma Design - Construction Repair And Maintenance Services Customer Relationship Manager in Portland, OR

Full description of the position

Customer Relationship Manager
(Direct Placement for Client)

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SIGMA*DESIGN has collaborated with a global company seeking an experienced Customer Relationship Manager to join their team in northwest Portland, Oregon. Since their Oregon branch opened in 1992, they have expanded into an internationally recognized and respected Analytical Testing Laboratory that works with foreign and domestic partners alike, utilizing state-of-the-art instruments and an in-house LIMS system. They pride themselves on exceptionally fast turnaround times, customizable certifications and reports, in-house sample retention times, client confidentiality, and exceptional customer support.

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What is Offered:*

• Company paid premiums for employees (two medical and dental plan options), 90% coverage for spouse
• 401k available after 1 year of employment and 1000 hours (with up to 4% company match)
• Bonus (up to 10% of annual salary, depending on performance)
• 12 paid holidays
• Accrued vacation time: 8 hours per month, based on calendar year
• Salary: $72,000 -$76,000 DOE

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Shift:*

• Monday-Friday 8:30am-5:00pm (flexible)

Primary Function:
The Customer Relationship Manager performs an essential role of maintaining the client’s customer relationships by providing technical account support (client’s report data validation, oversee report and customer service department), performing sales-related duties (providing quotes, technical solutions for customer’s inquiries, and new customer acquisition), and assisting in marketing. This position requires a technical background sufficient to assess client needs and trends in the agricultural and chemical industry.

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Essential Job Functions - Responsibilities:*

• Oversee the customer service department including sample log in and reporting.
• Serve as initial point of contact for customer inquiries by phone and email and work directly with customers to ensure that initial inquiries lead to eventual orders.
• Manage the transition from pre-sales to implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.
• Act as the liaison for technical inquiries, issues, or escalations. Work closely with the laboratory (data validation), and customer service (sample log in and report), or others as needed. Manage client communication until final report delivery.
• Acts as a technical liaison, providing greater insight into the customer system, and greater responsiveness and accountability for the customer.
• Within limits prescribed by management, negotiate resolution of customer complaints or issues.
• Record and inform relevant lab personnel of the status and resolution of customer complaints and/or issues with reported results.
• Maintain the customer information database and keep records of customer communications in compliance with ISO 17025 requirements.
• Build strong customer relationships by maintaining high levels of engagement an communication; conduct routine account performance planning and business reviews to management.
• Determine sales forecast and new opportunity pipeline to management. Ongoing analysis of metrics and performance & executing relevant actions and recommendations.
• Maintains competitor analysis to identify business opportunities, provide insightful & actionable outputs across products, markets & competitors.
• Contribute to the implementation of the customer /project information component of the LIMS system in cooperation with IT Manager and Laboratory Manager.
• Support the Quality Management System and regulatory compliance of the laboratory by conveying client compliance requirements.
• Other duties assigned by Lab Manager.

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Education and Experience: *(Knowledge, skills, & abilities)

• BS degree in Chemistry or a related field of science.
• 3 + of experience in an applicable discipline such as an analytical chemistry, biological, environmental or food/nutrition laboratory.
• 3+ of experience in a customer facing role, preferably with account management responsibilities.
• 3+ of supervisory experience.
• Selling experience in commercial accounts and understanding of analytical testing services preferred.
• Excellent verbal and written communication skills.
• Able to effectively communicate business and/or technical requirements.
• Strong relationship builder, both internally and with customers.
• Experience participating in and preferably providing technical leadership on large projects or systems.
• Technical background and passion for technology. Proven technical experience in previous technical sales roles a plus.

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Work Environment*
OFFICE: Standard office environment with normal office related conditions. Occasionally may be required to travel as required to other facilities, clients or suppliers.

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SIGMA*DESIGN is an Equal Opportunity Employer

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Job Type: Full-time

Pay: $72,000.00 - $76,000.00 per year