Scientific Customer Services Manager - Food

Reading Scientific Services Ltd (RSSL) is a cutting-edge Contract Research Organisation (CRO), providing research, analysis and consultancy to the food and pharmaceutical sectors. Whether we are creating new products, validating medicines or solving investigations, we take pride in being a leader in our field, serving clients from across 60 countries. In 2019, we've been recognised as Enlightened Employer, Women in Business and Thames Valley Tech finalists and in 2018 one of our family earned the Food & Drink Federation's Scientist of the Year. Enriched by our parent company Mondelez International, our diverse team includes 23 nationalities from 300 members, creating a family feel as we strive towards our mission of "Science Enhancing Lives". To successfully bring new business to RSSL's laboratories, we have a highly motivated and scientifically-minded Commercial Team dedicated to ensuring both potential and existing clients have the best possible experience, and we're looking for a Customer Services Manager to join the family to manage the Food Sciences Customer Services, and Reception team (4 direct line reports in total). This team is responsible for providing the first point of contact at the site for both external and internal customers and ensuring 'the face of RSSL' is maintained in line with brand and brought to life. They are responsible for managing communication with food/FMCG customers, defining their needs, discussing options and providing quotations. The team also deal with customer information requests, complaints, chasing of results and giving laboratory tours. In addition to providing leadership to those in the team, this role provides the opportunity to engage in these activities in a hands-on manner. Key Responsibilities: Technical and Operational To be responsible for leading and managing the Food Customer Services and Reception Teams To own day to day activities in terms of managing Food Customer Service enquiries, delivering excellent customer service, optimising calls by 'selling-in' other services, co-ordinating customer teleconferences to scope projects etc. To manage the Emergency Response Service including recruitment/training of new co-ordinators, planning of rotas, responding to membership requests and manage the annual renewal process for both food and pharmaceutical clients To be the account manager for several designated Food Strategic Accounts acting as the principal contact between the client and RSSL operation teams to achieve sales growth. To increase support & linkage with the food sales team to maximise customer experience including attending external events and providing tours to generate sales opportunities Will have project delivery responsibilities through independently planning, leading and co-ordinating business process projects as required Communication & Influence To liaise and co-operate with peers, customers, wider Commercial team and departments/labs to ensure effective communication Deliver excellent customer service by representing RSSL in a professional manner in line with brand values Leadership and Supervision Demonstrates and is responsible for effective people management, development and coaching of those within and outside their team Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of, an ethical or compliance issue; apply integrity in all aspects of professional conduct Requirements Essential: