Director of Client Services - Eurofins US Food Chemistry Testing Employees Only

Company Description

Interested in contributing to improving and saving lives? Eurofins Food Chemistry Madison is growing and we're looking for amazing team members to join us.

In 2021 we moved into a brand new ISO 17025 accredited laboratory in Madison, WI designed to conduct food chemistry testing specializing in infant formula, sole-source nutrition products, hemp and CBD, dietary supplements, and a variety of botanicals. Our testing portfolio includes vitamins, minerals, contaminants, pesticides and shelf-life studies.

We test of a variety of instrumentation including UPLC, HPLC, GC, and LCMS technologies. We offer an innovative and collaborative team environment, and the opportunity to develop expertise on a wide variety of analytical instruments! If you are looking for an opportunity to work for an exciting growth oriented company, we look forward to talking with you!

Job Description

The Client Services Director is responsible for leading client service strategy and execution, working in close partnership with the LE President and BUMA teams to ensure exceptional service delivery and client satisfaction. This role serves as a key liaison between operations and clients, driving alignment, accountability, and performance across all service-related activities.

The Director oversees performance metrics, with a strong focus on turnaround time (TAT) and customer satisfaction (CS) indicators, ensuring targets are consistently met or exceeded. Through proactive leadership, data-driven decision-making, and cross-functional collaboration, the Client Services Director identifies opportunities to improve processes, enhance the client experience, and strengthen long-term client relationships.

Essential Duties and Responsibilities:

• Creates, delivers and implements the strategic vision for the Client Service department
• Leads business growth through the generation of innovative processes, strategic thinking, effective priority setting, a culture of continuous improvement, waste elimination and increased customer satisfaction
• Develops, presents and implements global Client Service policies, procedures and SOPs
• Acts as principal BU POC for other Client Service leaders and Senior Management (i.e. VP, GM, President)
• Manages Client Service budget while ensuring departmental productivity targets (including staffing) are met
• Defines, reports and analyzes CS performance metrics (i.e. annual growth targets, proposal TATs, etc)
• Establishes current and future departmental organizational structure in support of and in alignment with the larger commercial organization including succession planning for key managers and employees
• Addresses departmental issues/team performance with a proactive, strategic approach and an appropriate sense of urgency
• Acts as Client Service Subject Matter Expert (SME) regarding relevant BU-specific technical and regulatory environments, relevant company policies (i.e. HR) etc
• Reviews, analyzes and interprets departmental/commercial reports
• Directs/facilitates negotiations with clients in partnership with Senior Management, Sales, etc.
• Maintains and grows new and existing key client relationships
• Actively supports strategic client relationships to increase the commercial pipeline
• Provides leadership direction within a matrixed environment
• Supports a global team based in one or more regions
• Demonstrates and promotes the company vision
• Regular attendance and punctuality
• Creates, delivers and implements the strategic vision for the Client Service department
• Leads business growth through the generation of innovative processes, strategic thinking, effective priority setting, a culture of continuous improvement, waste elimination and increased customer satisfaction
• Develops, presents and implements Client Service policies, procedures and SOPs
• Acts as principal BU POC for other Client Service leaders and Senior Management (i.e. VP, GM, President)
• Conducts all activities in a safe and efficient manner
• Performs other duties as assigned

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements below are representative of the knowledge, skill or ability required.   

• Bachelor’s degree in a scientific, business or related field (or equivalent work experience)
• 5 years in a supervisory role preferred
• Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
• Demonstrated ability to plan, multi-task and prioritize
• Demonstrated teamwork, communication (written and verbal), and organizational skills
• Ability to work to deadlines and problem-solve
• Strong analytical, ti