Customer Relations Manager - Buffalo, NY

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POST DATE 9/9/2016
END DATE 11/8/2016

Bureau Veritas North America, Bureau Veritas Holdings Buffalo, NY

Buffalo, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


Responsible for a portfolio of clients that include large U.S. retailers. The goal will be to build relationships of such high quality that those relationships create BV promoters within clients and within their suppliers to fuel growth. This will be accomplished by working with a variety of departments within the client including but not limited to their quality assurance, regulatory compliance, logistics, legal, product development, buying/merchant teams. There will also be active engagement within the supply chains of the client working with their agents, vendors and factories.

Major Roles & Responsibilities

* Perform all aspects of planning, organizing and managing information and resources to bring about the successful management of client requests within the network

* Responsible for the management of communication between assigned key account(s) and BV Consumer Products Services laboratories worldwide

* Assist in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards

* Prepare for and participate in client meetings, conference calls and presentations, training seminars and/or tradeshows

* Assist in defining with the client their compliance, safety and quality testing approaches relating to their consumer products. Also, update any regulatory or program changes as appropriate and communicate

* Escalate issues that do not meet client expectations with N+1 for engagement and resolution

* Monitor, identify and communicate any risk or opportunities based on review of the health of the account

* Analyze program data/client performance measurements to call out trends, note inconsistencies and highlight areas for improvement

* Continual improvement of client programs in terms of efficiency and effectiveness

* Utilize knowledge of client non-technical program requirements to benchmark program against other clients

* Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs

* Ensure accurate and complete delivery of services within the defined turnaround times, including protocol development, technical questions, research, process questions and follow-up

* Regular communication to Account Management on the status of outstanding projects with them as assigned

* Provide communication to the network regarding accounts

* Provide regular feedback to the operations and technical services processes to optimize effectiveness

* Other duties as assigned by Supervisor/Manager

Additional Responsibilities for Client Relations Manager II:

* Provide solutions and recommendations on program changes as it relates to assigned accounts. Also share and assist in implementing best practices within team

* Interface with clients to continuously calibrate their expectations with BVCPS performance and resolve or escalate issues that do not meet client expectations

* Assist in identifying and communicating growth opportunities to optimize the account revenue

* Develop and manage a more enhanced portfolio for larger accounts, while assisting accounts more independently

Additional Responsibilities for Client Relations Manager III:

* Coordinate price negotiation, contracts, RFP s between client and related parties

* Optimize the account revenue by developing and implementing growth strategies including the sale of additional BVCPS services offerings (IAA, SA, Etc) to fully maximize growth of the account

* Alignment and mentoring with Account Manager for further promote leadership and management readiness

* Provide proposed solutions to issues that do not meet client expectations with N+1 and/or AM engagement if needed

* Take an active leadership and mentoring role within the team

Knowledge, Skills, Abilities

* Excellent customer focus

* Act as client advocate

* Ability to interpret technical information and translate into common terminology

* Strong analytical, problem solving, attention to detail and process improvement skills

* Ability to work well under pressure, to handle crisis situations, and balance several tasks simultaneously

* Excellent communication and interpersonal skills required, as well as effectively communicate with a cross-cultural workforce and client base.

* A team player able to work effectively across different departments, functions, and environments

* Responsible and self-directed

* Must possess strong work ethic and excellent client service skills to ensure effective responsive client interaction (internal and external)

* Must be able to take ownership of projects to drive to successful completion

* Must be able to perform with a sense of urgency and sensitivity to deadlines

* Business acumen (forecasting sales, evaluating customer needs)

* A working knowledge of the regulatory industry.

* Proficiency in MS Office and Lotus Notes

Experience and Educational Background Required for the Job

Client Relations Manager I:

* 4 year degree in a related field, MBA desirable

* 2 years cumulative experience with high level client administration

Client Relations Manager II:

* 4 year degree in a related field, MBA preferred

* 5 years cumulative experience with high level client administration

Client Relations Manager III:

* 4 year degree in a related field, MBA preferred

* 7 years cumulative experience with high level client administration