Service Program Manager Jobs in Toronto, ON (NOW HIRING)

This position will main be based at our Mississauga location with 1-2 times per week in our Markham location. 

Purpose (Objective): This position is responsible for a deep knowledge of the programs of our clients or key accounts, and then using this knowledge to organize, schedule and manage multiple activities that will allow our team to be successful in achieving the program objectives.

Main activities:

  Organize, schedule, and manage multiple activities that will allow our company to meet the objectives of the assigned client's program including the main programs as well as special projects.  These activities may include detailed scheduling with targeted product testing per week or per month, the use of internal or external product shoppers or retrieval methods, coordinating with large numbers of the suppliers to procure samples, etc. Use processes and systems to enable laboratories to establish strong relationships with our client by identifying and meeting client needs using all company services.

  Focus on how our activities will match up and meet the client expectations.  Evaluate shortfalls in the program metrics and work with internal management as well as external suppliers to perform corrective actions which will improve the program metrics.  Maintain metrics about the performance of various activities internally about how they compare to the goals that the client has established.  Report and summarize metrics regularly.  The metrics may include things like % of on-time sample submissions, % of tests completed, % of suppliers in compliance, etc.

  Develop and maintain detailed knowledge of the client's program and goals.  This may require deep knowledge of the client's specification and other databases and systems. Understand and be able to explain how the client goals are translated into activities on our side.

  Provide exceptional Customer Service while following Merieux NutriSciences' policies and best practices.  Build strong relationships with our client's primary contact and all stakeholders by fully understanding their business, the markets they serve and the business issues in which they may need assistance.

  Build and maintain productive collaborative relationships within the department and across the organization to effectively support the customer.

  This position may be responsible for planning, organizing, and ensuring proper execution of the welcoming and on boarding process in a consistent, professional, and timely manner for all assigned accounts. This position may be accountable for accurate account setup and responsible for setting up programs and testing information in the laboratory information management system (LIMS) / CRM / ECN /myMXNS and any other system set ups critical to customer management.

  Answer our client's phone and e-mail inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectation, and follow up with solutions. As well as effectively communicate customer requirements and coordinate projects with internal departments not limited to Customer Care, Sales, and Laboratory operations.

  This position may need to proactively review our client's accounts and relay any changes in activities to your sales partner, assist in communication/resolution of billing issues and in any price increases or other contract adjustments as required.

  Maintain our client's information in Merieux NutriSciences' databases ( including but not limited to: LIMs and CRM)

  This position may need to work with Corporate Client Services to coordinate the management of all of our client's sites as well as supplier sites.

  Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (LIMS), CRM, and relevant Standard Operating Procedures (SOPs).

  Serve as an in-house consultant on projects or in areas of expertise.

  Perform other related duties as needed.