Senior, Client Services Account Manager

Company Name:
Fisher Scientific
Senior, Client Services Account Manager
Job ID: PS20141706-31818
Expertise Operations
Education Bachelors
Job Type Full-time
Location United States - New Jersey - Swedesboro
Job Level Manager
Posting date: June 19, 2014
BioPharma Services: The BioPharma Services Division (BSD) of Thermo Fisher Scientific is a cohesive group of businesses that play a critical/integral part in delivering life saving and life-enhancing therapies for tens of thousands of patients globally. BSD partners with pharmaceutical and biotech customers around the world to ensure the right patients get the right therapies in the right doses at the right time - a concept that we internally embrace as "There is a Patient Waiting." Our unique blend of services include project management, packaging, distribution, transportation management and specialty logistics, ancillary supply management, clinical supply optimization, bio-repository storage, kitting and much more. Our more than 2600 employees in over 15 countries work hard every day knowing that what they do matters. As a business we are committed to providing current and prospective employees with important factors that deliver compelling value: bright and interesting colleagues, challenging work, career development, and intrinsic rewards focused on serving patients.
Specialty Logistics: Priority Solutions International (PSI) branded as Specialty Logistics within the BioPharma Services Division of Thermo Fisher Scientific has been providing services to the pharmaceutical and biotech industries and assisting them in their goal of outstanding patient care. We are the market leader in rep carry and direct to healthcare practitioner pharmaceutical sample distribution and offer a full range of access and marketing solutions. We specialize in high touch transportation -- time-sensitive, temperature-sensitive and sensitive product transportation and difficult logistics where creative solutions are required. In addition to the pharmaceutical industry, Priority Solutions serves US governmental agencies, our US military, medical device manufacturers and other firms requiring precision logistics. Our other businesses include providing transportation of pharmaceuticals for clinical trials, providing a unique solution for the sourcing, global fulfillment and international delivery of supplies for clinical trials. For more information, .
Job Description
This individual is responsible for focusing on existing client relationships as well as the operational management for those identified accounts. Responsible for issue resolution, providing direction and leadership of internal staff to ensure clients'' needs are communicated and exceeded within established financial boundaries. Responsible for identifying process improvement opportunities and growing the account by establishing PSI as the clients'' strategic partner.
Primary Responsibilities
Account and Client Relationship Management
Perform Internal project coordination and management throughout the entire distribution process for all departments
Identification and coordination of process improvement opportunities
Complete and update work instructions available online for all client activity in support of all departments
Identify avenues for greatest growth potential and develop plans to bring in additional revenue, in collaboration with Business Development
Conducts and leads quarterly meetings with each account, including a review of critical measures identified, so that minimal participation from supervisor is necessary.
Provide essential information, timely to internal staff, ensuring the success of each distribution
Offer monthly assessment of each client (above and beyond monthly company updates) to Executive Management, including issues and corrective actions, possible business expansion opportunities, PSI performance assessment, and process improvement opportunitiesAccount Profitability Management
Coordinate and manage invoicing activity according to an established schedule
Ensure payment is received according to contract payment terms
Review of account profit and loss statements
Identify profitability issues and proposed resolutions
Reporting--Client related performance measure management
Proofs and provides accurate post project reporting to clients according to established schedule
Completes Executive Summary for each project, including recommendations-Provides copy to management
Perform root cause analysis, identification and implementation of preventative measures where there is an unacceptable variance
Conduct performance reviews with clients utilizing the Executive Summary, complete with recommendations for each distributionAccount Management and Client Relationship Management
Demonstrates exceptional organizational, time management and project management skills
Maintains a checklist for project tasks complete with responsible party
Completes AE tasks on time, ensuring accuracy
Ensure that work instructions are fed through the proper Quality Documentation channels
Ensure documentation changes to work instructions are communicated to other Account Executives and internal staff as applicable
Direct and manage staff according to work load to support project requirements
Delegate responsibilities according to position responsibility
Ensure timeliness and accuracy for work performed throughout the organization
Ensure all departments are completing tasks in support of client expectation/contract
Enhance the process with technology, reducing the manual work necessary to perform day to day operations
Provides written monthly update on each account to management
Identifies industry trends and determines impact on current accounts, communicating to management
Consistently demonstrate a professional, strong relationship with all client contacts
Establishes multiple contacts within each organization
Demonstrates an awareness and understanding of new PSI initiatives and how they could support clients
Expand the service currently being provided by offering recommendations based on the industry and new PSI services throughout the year
Awareness and understanding of PSI services and any regulations for the industry (i.e.: PDMA, FAA, etc.)
Proactively identify with needs or wants of client contacts and support with PSI data (i.e.: 1 hour window-demonstrate cost and current services)
Manage and resolve accounts receivable issues, demonstrating on time payment, consistently
Work with internal PSI departments to analyze new service offering requests for cost considerations
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software; Project Management software; Spreadsheet software and Word Processing software.
Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Secondary Responsibilities
Assist other departments as needed
Perform special project and other various duties as needed
Participate in company subcommittees
Seek out improvement opportunities to further the organization
Basic Minimum Qualifications (BMQ):To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill or ability required
Education/Experience (BMQ):
Bachelor''s degree (B. A.) or equivalent; or four or more year's related experience and/or training; or equivalent combination of education and experience. Required
Minimum of 3 years customer service experience
Strong oral and written communication skills
Proficient in prioritizing and managing multiple tasks
Relationship development
Proficient in Microsoft Word and Excel
Pharmaceutical industry experience
Distribution experience
Internal and External Contacts:
Internal:All Departments
Ability and/or Skills (BMQ):
Distribution experience
Strong leadership and communication skills
Proficient in prioritizing and managing multiple tasks
Relationship development
Strong presentation skills
Excellent problem resolution skills
Work Schedule:8 AM to 5 PM core hours, additional hours as required. 15% travel
This position has not been approved for relocation.

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