Senior Client Relations Executive, Eurofins Built Environment Testing, Portland, OR

Eurofins Built Environment Testing is seeking a Senior Client Relations Executive to join our team in Portland, OR.

The Senior Client Relations Executive (Senior CRE) typically focuses on managing and maintaining relationships with clients, ensuring their satisfaction, and driving business growth. The position also requires being responsible for facilitating the day-to-day communication between clients and laboratories ensuring exceptional client experience. CREs and Senior CREs serve as the primary contact at the laboratory

Essential Duties and Responsibilities:

Client Relationship Management:

• Build and nurture long-term relationships with key clients.
• Serve as the primary point of contact for clients, ensuring their needs are addressed.
• Anticipate client needs and proactively provide solutions.
• Regularly meet with clients to understand their goals and challenges-Document this for retrieval

Client Retention and Satisfaction:

• Monitor and improve client satisfaction levels through surveys or direct feedback.
• Resolve client issues or conflicts quickly and effectively.
• Maintain and monitor the monthly client retention file, tracking client submissions, declines, and potential client losses.
• Closely analyze client activity and trends to identify at-risk accounts and take proactive measures to address retention challenges
• Monitor Relation wise portal-DAILY
• Respond to client issues on Relation wise ASAP
• Proactively engage with clients who provide positive feedback by sending personalized thank-you notes or making follow-up calls to express gratitude for their feedback and continued business.
• Demonstrate appreciation for client input and reinforce the value the company places on their partnership and satisfaction.
• Ensure timely delivery of services or products according to client specifications.
• Actively manage client expectations to avoid misunderstandings.

 Business Development:

• Identify new opportunities within existing accounts to increase sales.
• Cross-sell or up-sell products/services to existing clients based on their needs.
• Collaborate with the sales and marketing teams to generate leads and new business.
• Attend networking functions if applicable to expand business opportunities.

Strategic Planning and Reporting:

• Develop and execute strategic account plans to achieve client objectives.
• Track and report on account performance, including revenue generation, retention, and satisfaction.

Collaboration and Coordination:

• Work closely with internal teams (such as other CREs, login staff, and technical teams) across the network to deliver seamless service to clients.
• Ensure effective communication between the client and internal teams.
• Oversee the delivery of services or products and ensure that all deadlines are met.

Market and Industry Knowledge:

• Stay up to date with industry trends, competitor activities, and market dynamics.
• Depending on field of testing-Advise clients on new trends, products, or services that could benefit their business

Financial Management:

• Monitor client accounts to ensure billing and payments are processed accurately and on time.
• Address any financial concerns or disputes from clients.

Team Leadership and Mentorship:

• Mentor and guide junior team members or client relations staff.
• Share best practices and provide training for improving client relations processes.

The role often requires excellent communication, problem-solving, and leadership skills, along with the ability to work in a fast-paced, client-facing environment.

Daily Responsibilities

Client Communication

• Manage and respond to client inquiries via phone, email, or in-person meetings to address concerns, provide updates, and ensure satisfaction with services. Manage inbound and outbound client communications via phone and/or email in a timely, solutions-oriented manner.
• Advise walk-in clients about service information and project preparation.
• Maintain a constant overview of projects in PLM/TEM/and IAQ departments that need login or client communication
• Confirming certification status
• Contact clients for clarification of analysis requested
• Monitor the status of all data projects in-house to ensure timely and accurate delivery of reports
• Scheduling sample submissions, sample container orders and sample pick-up via the laboratory courier service
• Send out reports in a timely manner on completed projects with invoicing issues
• Coordinating and communicating turnaround time (TAT) requirements for high priority samples/projects
• Answering common technical questions, facilitating problem resolution, and coordinating technical details with the laboratory staff
• Responsible to ensure that clients receive the proper sampling supplies
• Accountable for response to client inquiries concerning sample status.
• Responsible for assistance to clients regarding the resolution of problems concerning COC.
• Ensuring that client specifications, when known, are met by communicating project and quality assurance requirements to the laboratory.
• Notifying the supervisors of incoming projects and sample delivery schedules
• Responsible for staff familiarization with specific quotes, sample log-in review, and final report completeness
• Monitor the status of all data projects in-house to ensure timely and accurate delivery of reports.
• Update client and project data records in LIMS

Account Management

• Oversee the day-to-day activities of assigned client accounts, ensuring that all needs and expectations are met promptly

Issue Resolution

• Proactively address and resolve client issues or concerns, ensuring a high level of client satisfaction and retention.
• Check Relation wise portal Daily and respond quickly

Collaboration with Internal Teams

• Regular attendance and punctuality
• Work closely with internal departments (e.g., sales, marketing, operations) to coordinate and ensure the smooth delivery of products/services.
• Collaborate with laboratory/operations personnel to resolve client inquiries and improve processes.
• Maintenance of the department and lab, including stocking supplies and housekeeping
• Conduct all activities in a safe and efficient manner Perform other duties as assigned
• QC of samples/projects prior to sending into the laboratory
• Responsible to ensure that clients receive the proper sampling supplies

Reporting

Track and report on client account status, including progress on ongoing projects, client satisfaction levels, and any potential risks to client relationships.

Client Retention Activities

Identify opportunities for improving client relationships and retention through proactive outreach and tailored solutions.

Documentation and Record Keeping 

Maintain accurate records of all client interactions, feedback, and relevant details in the client management system.