This position is responsible for managing the sales and customer service to all contracted clients. These activities include all facets of servicing the client, including audit scheduling, contract and program adjustments, cross-selling opportunities and general relationship management responsibilities.
What You Will Do:
- Manage in meeting scheduling KPI’s for the group.
- Training/reinforcing process and procedures.
- Addressing customer complaints with individual Client Service when needed.
- Client services responsibilities for dedicated group of clients to include key accounts, including: schedule audits, optimize clients and auditors audit schedule, maximize audit days for a given level of customer demand, answer clients’ questions about the certification process, understand clients’ certification needs, identify and offer the best type of service to meet clients’ needs and accreditation requirements, update scope of work as necessary and send to customer as a proposal.
- Receive, review and execute all client requests related to their relationship with ABS Quality Evaluations Inc.
- Actively work with the operations department to develop and implement activities to enhance the client/company relationship.
- Review each relationship for efficiencies, profitability and cross-selling opportunities. Use interface with clients to maximize cross-selling opportunities.
- Refer new business opportunities to the sales department for quotation and follow-up.
- Interface with operations services to ensure efficient audit delivery and accounts receivable maintenance.
- Promote teamwork within the group and cross-train fellow team members.
- Other responsibilities as assigned and as the position expands.
What You Will Need:
Education and Experience
- 1- 5 years’ experience or a combination of education and experience in a business/technical discipline or equivalent business/quality related experience.
Knowledge, Skills, and Abilities
- Proven planning skills and ability to learn scheduling of auditors.
- Excellent verbal and written communications skills; excellent telephone communications skills.
- Ability to work independently and comfortably perform multiple functions/tasks in a very high paced intense environment.
- Good business background, strong interpersonal skills, service oriented and customer sensitive, with concern for accuracy, effectiveness, flexibility and innovation.
- Extensive computer skills to include: Excel, Work, Access and ability to learn new operational systems. This position uses a proprietary database application almost continuously.
- Must have a positive attitude and be success oriented.
- Ability to obtain working knowledge of the ABS Quality Evaluations Quality & Environmental Management System.
Reporting Relationships:
Reports directly to a department Manager, Supervisor or above.
