Job Summary

As Client Services Specialist is an Operations role that is responsible for managing the activities between Operations and Business Development Manager with quotation and Change Order generation. Acts as liaison between operations and the BDM team. Will have other responsibilities in the organizational activities of the business.

Individual will provide support ensuring the smooth transition of awarded work from the sales team to the operational areas.

Duties and Responsibilities

• Coordinate the preparation of quotation documents, including Change Orders, in collaboration with the BDM and operational teams.
• Prepares quotation and quotation documents, including Change Orders, according to the specific requirements of the program. Many requests will require the review of detailed technical test specifications. For standard programs, ensure that the operations team is provided with a document that requires minimal changes during the review process.
• Maintain a high level of cooperation and communication with all peers, colleagues in laboratories, as well as corporate personnel in person and remotely.
• Issue quotations and Change Orders to clients, as requested by BDM or department directors
• In collaboration with operations during the generation of the quotation only, confirm amount of test material needed for each study, liaise with test substance controller to arrange shipment or purchasing of test material.
• Ensure defined workflows are followed, documents are created and systems are used appropriately. During the process of generating the quotations update the Opportunity Assessment, as applicable, with additional information.
• May be asked to support on site client visits.

Principal Contacts

• Internal: Primarily Operations Staff and Business Development.
• External: Clients and Study Monitors.

Judgement and Decision-Making

• Responds promptly to customer needs, solicits feedback to improve service and responds to requests for service and assistance.
• Listens and gets clarification around requests. Writes clearly and informatively.
• Understands business implications of decisions and seeks clarification when needed.
• High degree of accuracy in preparing documents and updating tools that contain study prices, budgetary breakdowns and potential program discounts.
• Resilient and adaptable, deals with concepts and complexity comfortably.
• Understands the necessity for confidentiality around client information and program pricing

Planning and Scheduling

• Plans individual workload and, if necessary, the workload of direct reports, so that deadlines are met.
• Effectively schedules multiple assigned tasks.
• Responds to unscheduled task requests (i.e., quotation revisions), Sponsor needs, etc. without neglecting other duties.

Level of Accountability

• Works with minimal supervision and guidance.
• Accountable for overall accuracy of documentation and completeness of assigned tasks.
• Initiates and carries out appropriate self-development activities.
• Meets assigned goals within time constraints. Expectations for generation of quotes is generally within 24 hours for standard programs and 48 to 72 hours for programs that require additional input from operations.
• Must possess high degree of mathematical aptitude to ensure accuracy of calculations and overall price presented in quotations.
• Ability to retain information

Documentation and Reporting

• Accurately prepare quotations, Change Orders and other documents as needed.
• Recognizes opportunities to facilitate the updating of tools and resources needed for the generation of quotations, when applicable.

Experience

Minimum requirements:

• BSc or equivalent relevant degree.
• Skilled in the use of CRM, Cortex, Word, Excel, PowerPoint, and Outlook.
• Basic understanding of routine guideline requirements is preferred.
• Provide proactive updates and timelines for quotation reviews to operations and demonstrate effective dissemination of information to all staff involved in the project with regards to client requirements, test substance properties and shipment, reporting requirements and deadlines.
• Concise and effective verbal and written communication skills with Smithers personnel and clients.
• Good organizational skills.

Education

• Bachelors or better in Chemistry or related field
• Bachelors or better in Biology or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)