Client Solutions Manager

About New England Lab

For over 30 years, New England Lab, a full-service specialty sub-contractor, has provided laboratory furniture systems that support a wide range of client needs. We are proud to have provided laboratory furniture to some of the leading universities, biotech, government, corporate, industrial, and medical research facilities in the Northeast, Mid-Atlantic, and Carolinas.

Opportunity

As a Distribution Sales/Client Solutions (CS) Manager you oversee a team-focused, fast pace environment. You will be responsible for the management and growth of a customer service, inside sales, distribution, and ecommerce division that provides timely laboratory product solutions to our clients. You will also be responsible for overseeing/tracking our stock and surplus inventory. This is a full-time, in-office, salary position with regular hours 7am – 4pm, M-F, reporting to the VP of Operations.

Role

The Distribution Sales/CS Manager needs to be self-motivated and highly detailed with ability to develop, train, and motivate a team while growing sales, client engagement, and profitability.  In this role you will also need to manage processes and technology to increase efficiency, coordination and communication for several departments and inventory. Must deliver excellent internal and external customer service along with a strategic drive to increase sales and client engagement.  In this position you will be responsible for managing and providing proactive responses to customer inquiries, quote requests, maintenance issues and orders (via email and phone).  You will manage all NELD sales processing (managing inquiry, pricing, proposal, order entry, PO creation, project management, scheduling and order follow up), ensuring customers are taken care of from beginning to end.  You will support the day to day operations by responding to technical product information, process clarification, inventory management, and individual employee’s questions.

Duties & Responsibilities

• Oversee daily workflow for a dynamic, growing division which supports clients’ short lead time projects


• Manage and grow team to meet or exceed department goals of meeting deadlines, excellent customer service and supporting the overall company’s mission, vision, goals and strategy


• Overall leadership, management and accountability of the department. Clear expectations through goal setting & tracking, coaching and training


• Responsible for department budget, goals, profit centers and P&L. Track and report measurables and develop score card


• Responsible for knowledge of product line, applications, and industries


• Conduct unit and assembly take-off of small to mid-size projects from project plans, drawings or sketches


• Coordinate invoices and payments with accounting and clients as needed


• Represent NEL Direct within larger NEL projects


• Plan and oversee research of new customers, projects and products

Customer Service

• Oversee all customer inquiries, quotes, orders and client engagement.

Inside Sales

• Help develop and implement processes and planning including marketing and sales efforts for current and future growth (bonus business and day two sales)

In Stock Sales

• Grow, track, manage, and turn daily flow of inventory

Distributions Sales

• Manage furnish and supply only sales (inquiry, estimating, product layouts/elevations, purchasing, project management, scheduling and delivery for Rapid Ship Division)


• Manage supplier and vendor relationships for partnership (cost savings/lead times) and growth opportunities

Ecommerce/Online Sales

• Manage leading ecommerce site for ease of use and increased revenue stream

Qualifications

• 5-7 years’ experience in leadership, coordination or management of small team


• 3-5 years’ experience in an administrative, customer service or inside sales role


• BA/BS preferred


• Enthusiastic and positive approach to sales & service-oriented tasks


• Ecommerce experience with managing or growing a B2B site


• Able to problem solve and provide solutions to client questions, concerns or issues


• Driven, strong personal work ethic with an ability to spearhead new projects


• Able to effectively manage and prioritize information, schedules and personalities


• Knowledge and experience with MS Office (Word, Excel, Outlook, Access and PowerPoint) and Adobe Acrobat

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities, and activities may change at any time with or without notice. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

This is a stationary position involving constant operation of computers and other office machinery. Substantial repetitive motions of the wrists, hands, and/or fingers are required. Daily moving around or between offices and buildings to coordinate or plan with other departments or divisions may be necessary. Occasional travel for company/department coordination or training may occur.

We are an equal opportunity employer; applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history), or any other characteristic protected by law.