Client Relationship Manager
5 days ago
DNA Genotek, a part of the OraSure family of companies, develops products that optimize ease of collection and provide superior samples. DNA provides proven performance for those requiring high-quality biological samples for nucleic acid testing. Our ability to positively affect change is powered by the innovative tools, services and diagnostics we deliver to the market.
Together with its wholly owned subsidiaries, DNA Genotek, Diversigen, and Novosanis, the OraSure family of companies provides its customers with end-to-end solutions that encompass tools, services and diagnostics. Our 800+ colleagues play a role in empowering people to discover healthier lives by creating effortless tests, collection kits, and services.
**Overview**
DNA Genotek products are marketed worldwide and support thousands of customers as they achieve breakthroughs in genomic and microbiome research, in diagnostics laboratories, in the pharmaceutical industry, in companion animal genomics and in personalized medicine.
The Client Relationship Manager will report into Client Relationship Management Team Lead, and is responsible to oversee and monitor all activities associated with a select group of qualified Accounts. Due to the complexity and magnitude of the orders associated with these account transactions, this individual will be required to work with all departments within the Orasure Group of Companies including but not limited to Supply Chain, Quality Assurance, Regulatory, Accounting and Logistics.
Snapshot of Responsibilities:
- Act as the single point of contact for all inquiries for both internal and external clients, including but not limited to coordination of payments, shipment and tracking information, complaints and invoicing.
- Maintain knowledge of and oversee any activities related to Account transactions, and ensure they stay on track through constant communication with all stakeholders, both internal and external.
- Ensure cross-functional teams are aligned on the delivery of products and/or services.
- Ensure timely responses from internal stakeholders back to assigned Accounts for any outstanding queries.
- Maintain communication matrix for both internal teams and external customers.
- Escalate within cross-functional teams as required and as per the communication matrix.
- Develop and maintain product and services knowledge to conduct effective conversations with customers and AMs.
- Demonstrate use of communication skills to connect with the customers and build trusting relationships.
- Provide Account Managers and Team Lead with sales analytics tools updated weekly for promotion of consistent updates to pipeline and forecasting accuracy.
- Assist in ensuring revenue objectives for assigned Account transactions are delivered on time and in line with established forecasts.
- Work closely with Material Resource Planner to understand current state of build plan, aid in prioritization of custom solutions and help communicate accurate delivery timeline to Account Managers and customers.
- Monitor and communicate ship dates and tracking details for all sales orders and components, ensuring materials and products arrive on schedule.
Support Single Order Fulfilment sales process, including:
- Coordination of project quoting, margin control and invoicing
- On-boarding of new customers to the SOF service
- Adhering to the Project Work Order and Service Level Agreement processes for customer projects
- Monitoring and remedying any SOF portal processing errors
- Partner with Sales Operations to manage the order process for Sample orders, Sales orders, SOF orders and Inventory Transfers.
- Support the re-signing of contracts for assigned accounts.
What You Bring:
- University or College degree/diploma in Business or equivalent combination of relevant job experience and training.
- Minimum 4 years of work experience in a sales delivery role.
- Experience in dealing with the various groups that impact the timely delivery of client product and services such as Manufacturing, Quality, Production, and Shipping would be an asset.
- Previous supplier management experience would be an asset.
- Project management experience an asset.
- Excellent verbal communication skills both in person and over the phone.
- Tenacity, drive and eagerness to succeed in ensuring client satisfaction in a high growth environment.
- Excellent organizational skills.
Don’t meet every single requirement?
What we have to offer:
- Highly competitive Health, Dental and Vision Coverage for you, your spouse and your dependents
- Disability and Life Insurance Benefits
- RRSP plan with company-matching contributions
- Generous paid time-off, including vacation days, sick days, additional company wide paid days offand personal days
- Maternity Leave and Parental Leave Coverage
- Adoption benefit for parents adopting a child
- Employee Referral Program
- you may be eligible for a cash bonus if your referrals are hired
- Employee Assistance Program
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