Food Safety Certification Customer Service Manager

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. Basic Minimum Education Qualifications: • Bachelor's degree in Business, Sales, Marketing, Economics, Food Science, Biology, Chemistry, Pharmacy or a related field. • Equivalent professional experience may substitute for formal education. Basic Minimum Work Requirements: • Minimum 2 years' experience in B2B inside sales, business development or account support. • Exposure to lead qualification, quoting, order processing or account management. • TIC (Testing, Inspection & Certification) industry experience is an advantage. • Knowledge of the food industry, audit schemes, food certifications, and/or the health and wellness industry (dietary supplements, cosmetics, personal care/OTC) and their supply chains is a strong advantage. • SQF • Prior experience within a certification body, audit firm, laboratory or consulting organization is a plus. • Authorization to work in the United States indefinitely without restriction or sponsorship. The Ideal Candidate Possesses the Following: Sales & communication • Excellent verbal and written communication skills. • Active listening and needs-analysis skills, with the ability to identify client pain points. • Professional phone, email and video-meeting presence – credibility is built entirely online in this role. Organizational & analytical • Strong time management and prioritization skills across two business lines. • Ability to manage multiple accounts, quotations and deadlines simultaneously without losing accuracy. • Data-driven mindset, comfortable tracking KPIs, pipelines and forecasts. • Rigor on contractual and pricing detail – scope, sites, standards and terms must be right the first time. T