ABOUT YOU
- You love using your expertise to be responsive to others’ needs.
- You enjoy being an effective communicator, using your strength to connect and grow relationships.
- You thrive when you have a steady workflow of tasks, projects, and challenges on your plate.
- You perform best when making quick, yet careful decisions to maintain and manage important details.
- You work in an unhurried, yet urgent manner with an inclination to produce accurate and repeatable results.
- You are a cooperative and thorough business partner with an interest towards business, agendas, and the needs of others.
ABOUT US
We are NSL Analytical! We are a materials testing lab that provides repeatable, accurate results to help our customers render high quality, consistent products in regulated industries. Our organization is centered on our values of delivering for our customers, each other, and our industry. We’re proud of our positive culture focused on deploying each team members’ talent to “WOW!” our customers and celebrate wins together as a part of who we are. We’re focused on outcomes not micromanagement; we trust people and give them the opportunity to perform to their potential. Being at NSL, you have the chance to make a major impact in real world applications effecting real people every single day.
DETAILS ABOUT THE ROLE, REQUIRMENTS, BENEFITS, AND HOW TO APPLY
Responsible for assuring an exceptional customer experience.
As the primary day-to-day contact for customers, the Account Manager is a critical team member and helps set the tone for the organization. NSLs Customer Support Team is the first point of contact for clients and prospects and helps manage the beginning, middle, and end for all scientific testing services. As a member of this team, an account manager not only handles the flow of inquiries and samples through NSLs business processes, but helps frame the testing approach used to answer a clients needs. The account manager also ensures that critical interactions between the laboratory and customers are completed accurately and delivered with high quality and in a timely manner.
The Account Manager also follows established procedures for quoting. Additional tasks also include entering and referring client concerns to proper departments for resolution, communicating with Sales Management regarding new opportunities, assisting management with competitive and market analysis, and supporting Outside Sales Representatives.
Primary: Account Management: Must follow established procedures for quoting new scientific testing work, determining discounts, establishing terms of sale, and providing referrals to other laboratories when appropriate. Enters and refers client concerns to proper departments for resolution. Communicates with Sales Management as needed; regarding pricing, competitive analysis and market analysis. Supports Outside Sales Representatives by supplying information and access to internal resources. May engage in local sales visits as needed.
Secondary: Submission: Receives sample and paperwork from all customers. Labels and identifies sample prior to sending to the lab for testing. Enters data into computer system and confirms quote information or specifications to laboratory. Performs contract review. Maintains LIMS database for customers and their requirements, testing parameters and industry specifications.
Essential Functions*:
Customer Relationship Management:
- Responds to customer issues
- Acts as customer advocate.
- Serves as primary liaison between customer and NSL.
- Addresses concerns and supports needs of customer
- Work closely with laboratory leadership and scientists to ensure that specific customer testing needs are well understood, processed and completed on-time.
- Actively works to increase wallet share/revenue in assigned accounts.
- Develops long term relationships with regular outbound communication (email/phone).
- Works with outside sales and management to negate any competitive pressures.
Quoting / Pricing:
- Creates quotes from all applicable sources including web/email, customer requests (email/phone) and Sales
- Department.Maintains departmental and customer records:
- Records all information and correspondence regarding samples and requests for testing in appropriate databases. (NetSuite, LIMS, Quality)
- Updates and maintains customer and contact information, including customer requirements, testing parameters and industry specifications.
Incidental Functions:
May assist in submission process as required.
Supervisory Responsibility:
N/A
