Overall responsibility for client communication and client related project management including supervision of the Project Manager team. Facilitate client communications with project management team and operational personnel, assuring adequate, timely and professional responses to client requests and requirements. Provide direction on client relations programs, policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Ensure the accurate provision of information concerning standard testing programs, sample preparation, and routine status updates for Biologics Testing Solutions by the Project Managers. Manage customer component of complaint resolution activities with the assistance of technical directors, quality assurance and client relations personnel.
•Liaise with internal scientists and Operations Project Manager to evaluate programs and projects for key accounts. Ensure communication between project managers, internal scientists, and Operations Project Manager is effective.
•Provide summaries of key account activities to senior management.
•Facilitate conference calls and associated actions and deliverables.
•Direct project kick off and planning meetings.
•Contribute to the services guide development and revisions.
•Direct activities of assigned group(s) to ensure optimum performance of the group/function.
•Responsible for personnel management activities such as: scheduling, personnel actions (hiring, promotions, transfers, etc.), training and development, providing regular direction and feedback on performance, disciplinary actions and preparing and delivering annual performance and salary reviews.
•Develop short- and long-range operating objectives, organizational structure, staffing requirements and succession plans.
•Integrate activities with those of other major organizational units (e.g. segments, departments, functions).
•Develop and recommend department budget and authorize expenditures.
•Develop and oversee the implementation of departmental training programs, including orientation.
•Support the policy of equal employment opportunity through affirmative action in personnel actions.
•Ensure adherence to pertinent regulatory requirements and to departmental policies, practices and procedures [SOPs, safety procedures and biosafety protocols].
•Other duties as assigned.Qualifications
•Education: Bachelor’s degree in science or equivalent combination of education and experience
•Experience: A minimum of 10 years of combined client relations and operational experience
•Note: An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
•Other: Demonstrated organizational and communication skills. Ability to organize and prioritize workload with minimal supervision. Proficiency with Word and Excel.
•Must regularly operate a computer and occasionally operate other office productivity machinery such as a calculator, copy machine, and computer printer.
•Must regularly communicate with employees/customers; must be able to exchange accurate information.
•Must occasionally move about inside the office to access file cabinets, office machinery, etc.
•General office working conditions.
•The noise level in the work environment is usually quiet.
•This position may require occasional domestic travel.
Equal Employment Opportunity
Charles River Laboratories, Inc. is an Equal Opportunity Employer M/F/Disabled/Vet