Based anywhere in the United States, and reporting to the Commercial Director for Food & Healthcare Assurance US, the Customer Service Manager owns a defined portfolio of accounts across both business lines and acts as the primary commercial point of contact for clients – from initial request and quotation through to contract signature, handover to scheduling, and renewal.
The role is deliberately built across the two branches: approximately 50% of the activity is dedicated to Food Assurance and 50% to Healthcare Assurance (GMP certification for dietary supplements, cosmetics and over-the-counter drugs). It combines transactional excellence – fast, accurate quoting and order processing – with genuine account ownership: retaining, serving and growing a base made up of both mid-size single-site clients and large multi-site accounts.
This is a fully remote, client-facing position conducted online (phone, email and video), working hand in hand with the technical, scheduling and operations teams who deliver the audits. It is a farmer and portfolio-management role rather than a pure hunter role: success is measured by client retention, conversion rate on quotations, revenue growth on the existing base and quality of service
Customer Service Manager – Food & Healthcare Assurance Include but are not Limited to the Following:
Account management & client relationship
- Own a defined portfolio of Food Assurance and Healthcare Assurance clients – from mid-size single-site companies to large multi-site accounts – as their primary commercial point of contact.
- Manage the relationship remotely through a structured contact plan: regular check-in calls, video meetings and business reviews for the most significant accounts.
- Understand each client's certification roadmap (audit cycle, scope and standard changes, new sites, new product categories) and anticipate their needs.
- Work closely with technical services, scheduling and operations to resolve client issues, secure delivery dates and protect the client experience; escalate early when required.
- Safeguard and grow the installed base: renewals, recertification cycles, multi-site expansion and cross-selling of additional standards and services.
- Handle client complaints and commercial disputes in a factual, solution-oriented way, in coordination with the Commercial Director.
Quoting & sales execution
- Prepare, issue and follow up quotations and proposals for certification, audit, training and advisory services across both business lines.
- Qualify inbound requests (web, marketing campaigns, referrals, existing clients) and convert them into signed agreements.
- Follow up on open offers to drive approval and signature; negotiate within the approved pricing framework and escalate exceptions.
- Process orders and contracts, ensuring accuracy of scope, standard, site list, pricing and contractual terms before handover to scheduling and operations.
- Manage renewals and multi-year certification cycles proactively so that no surveillance or recertification audit is lost by default.
- Consistently meet or exceed quotation turnaround, conversion and revenue targets on the assigned portfolio.
Pipeline, CRM & reporting
- Maintain client records, opportunities and pipeline in the CRM with a high standard of data hygiene – every interaction documented.
- Track order status, win/loss outcomes, renewal dates and revenue forecast, with a clear split between Food and Healthcare.
- Provide regular reporting to the Commercial Director on portfolio performance, conversion rates and at-risk accounts.
- Contribute to the monthly commercial reporting cycle and KPI reviews for both business lines.
Cross-business-line development
- Identify and pursue cross-selling opportunities between the two portfolios – for example a food manufacturer entering the supplement or cosmetic space, or a supplement brand whose co-manufacturers require GFSI certification.
- Support marketing campaigns, webinars and industry events with structured, timely lead follow-up.
- Share market intelligence (competitor positioning and pricing, standard and regulatory changes, client feedback) with the commercial organization.
- Share best practices with the wider sales team and contribute to overall commercial objectives.