Lab Customer Service Manager (F/M/X)

Job title:

Lab Customer Service Manager (F/M/X)

Company:

Mars

Job description

Job Description:Segment : Mars Global Services – R&D SolutionsContract : permanentLocation : AimarguesEveryday Mars Incorporated takes thousands of decisions that are informed by laboratory data. It is essential that Mars Associates have access to laboratory data that are accurate, reliable and timely to ensure consumer and brandprotection, to provide competitive advantage and to enable operational excellence.The Sample Preparation and Customer Service Laboratory Manager is accountable for ensuring optimal reception and preparation of samples at the Regional Chemistry Lab by optimizing resources allocated (material, human, energy, financial) to release samples in a predefined time for internal operations team or external partner laboratories.What are we looking for?Degree or diploma in Food Industry or equivalent level of experience.Experience in people management & having direct reportsMore than 3 years of work experience in an ISO 17025 accredited laboratory (ideally) or in a science based industryAction-oriented professionalInstigate new proposals for continuous improvementCapacity to listen, respond and advise interfacesExcellent communication (fluent in English & French)Ability to work under pressure, manage and analyze unexpected situationsMicrosoft Office Proficiency (Excel as a priority)What will be your key responsibilities?Operational LeadershipEnsure true, accurate sample reception and preparation in a timely manner and managing emergencies by constantly adapting resources to align with business priorities.Ensure customer satisfaction through reliability and timely sample managementSupport corrective action, preventative action and continuous improvement (CAPA) programsMonitor and handle non-conformances, corrective/preventative actions, derogations pertaining to laboratory unit.Monitor and handle customer complaints when reliability of results are questioned for the laboratory unit.Monitoring control charts of preparation equipmentUpdate, improve or create relevant quality documentations for the area of responsibilityEnsuring the implementation of preventative maintenance of equipment within laboratory unit.Follow KPI’s and generate progress plansSupport in the preparation of management reviews, as well as participate and represent the laboratory unit during the management review.Participate in RCA Regional laboratory internal and external auditsEnsure purchase order management of external laboratories used by RCA regional laboratoryEnsure sample logistic management of sub samples sent to external laboratories, and Importation process for animal-based samples from out of UEExcellence in Customer ExperienceDeploy and continuously improve the internal client relationship management processes for operations testing within the region, including processes for:Client Interface for sample submissionSample logisticsComplaint and query managementClient satisfaction metricsInvoicingLeads periodic reviews with customers or our external laboratories and monitors action plansPrivileged point of contact in case of escalation. Ensure good coordination and communication with customers.People LeadershipSchedule management of direct reportsPerform regular performance reviews and help with development and career planning for direct reportsEnsure competence and empowerment of direct reportsPersonnel administration (recruitment, holidays, etc.)Enforce the importance of respecting quality, health and safety and environmental requirements of the lab and site.What can you expect from Mars?At Mars, we believe in a relationship of mutual trust, dignity and respect between our company and Associates that is more meaningful than the standard employer/employee relationship.As Associates, we can expect to be respected, supported and valued as individuals, to be treated fairly and equitably.The opportunity to learn and develop, taking charge of your own career across Mars.#LI-FT1Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Expected salary

Location

Aimargues, Gard

Job date

Thu, 17 Oct 2024 04:59:38 GMT

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