Customer Services Manager – Food (12 Month Secondment)

Hiring By - Biostaffic


United Kingdom

Job Highlights

Not Disclosed

Mid-Senior level

Posted 4 months ago
Job details
Job Description
RSSL is an independent global leader at the forefront of scientific analysis, research, consultancy and, training. It provides services to the food, pharmaceutical and consumer goods industries and to it’s parent company Mondelēz International at the Reading Science Centre (RSC). RSSL’s goal is to be a world class supplier of scientific services by offering scientific excellence coupled with industry leading customer service.
The Customer Services and Reception team is responsible for providing the first point of contact at the site for both external and internal customers (new and existing) and ensuring ‘the face of RSSL/RSC’ is maintained in line with brand and brought to life. The Customer Services team are responsible for taking calls and responding to emails from Food/Other sector customers, defining their needs, discussing options and providing quotations. They do this by working closely with technical colleagues to ensure information provided is relevant, meets customer needs and is correct both from a cost and technical perspective. The team also deal with customer information requests, complaints, chasing of results, giving laboratory tours etc.
This role within the wider Food Commercial Team is to manage and lead a highly motivated Customer Services and Reception team to ensure that it meets the current and future projected growth needs of the RSC. This will involve maintaining and improving working practices and identifying efficiencies & opportunities to ensure the smooth running of Customer Services and Reception. The individual will have day to day and overall accountability for ensuring that enquiries relating to current projects, potential new projects, requests for information etc. are actioned appropriately within agreed timescales. The role will also require management of RSSL’s Emergency Response Service and management of specific business process projects as necessary (My RSSL, Dynamics, Customer Survey).
How You Will Contribute
Technical and Operational
  • To be responsible for leading and managing the Food Customer Services and Reception Teams ensuring maintenance of quality of service and quality of technical information both from an external and internal perspective
  • To own day to day activities in terms of answering and dealing with Food Customer Service enquiries delivering excellent customer service, optimising calls by ‘selling-in’ other services, co-ordinating customer teleconferences to scope projects etc.
  • To manage and co-ordinate effective workflow with the Food Customer Services team to ensure timely response to both internal and external customers
  • To manage the Emergency Response Service including responding to membership requests and manage the annual renewal process for food clients
  • To be the account manager for a number of designated Food Strategic Accounts acting as the principal contact between the client and RSSL operation teams in order to achieve sales growth.
  • To increase support & linkage with the food sales team to maximise customer experience including attending external events and providing tours in order to generate sales opportunities
  • Will have project delivery responsibilities through independently planning, leading and co-ordinating business process projects as required
Communication & Influence
  • To liaise and co-operate with peers, customers, wider Commercial team and departments/labs to ensure effective communication
  • Deliver excellent customer service by representing RSSL in a professional manner in line with brand values
Leadership and Supervision
  • Demonstrates and is responsible for effective people management, development and coaching of those within and outside their team
  • Know the legal and compliance responsibilities of the position; raise questions and concerns when faced with, or you learn of, an ethical or compliance issue; apply integrity in all aspects of professional conduct
What You Will Bring
A desire to drive your future and accelerate your career and the following experience and knowledge:
  • A scientific background with a recognized qualification
  • Using your personality and technical credibility to develop excellent working relationships with clients and laboratory staff and to provide a positive, enthusiastic energy and drive
  • Being a team player and taking initiative
  • Effectively interacting by telephone, in writing, and face-to-face
  • Handling multiple projects at once using an organized approach
  • Offering advice and guidance on a broad range of scientific techniques to clients
  • Customer service experience
  • Previous line management experience preferred
No Relocation support available
Business Unit Summary
Reading Scientific Services Ltd (RSSL) is a cutting-edge contract research organisation (CRO), providing research, analysis and consultancy to the food, consumer goods and life science sectors. Whether we are creating new products, validating medicines or solving investigations, we take pride in being a leader in our field, serving clients from across 70 countries. Enriched by our parent company, Mondelēz International, our team are committed to transforming lives through science, innovation and collaboration.
Curious about us and want to learn more?
Please explore: Website YouTube LinkedIn Glassdoor
RSSL is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Temporary (Fixed Term)
Commercial RSSL
Science & Engineering

Benefits Offered?

  • No

Bonus Offered?

  • No

Travel Required?

  • No


  • United Kingdom


  • Mid-Senior level

Global Experience Needed?

  • No

Specialized Experience Needed?

  • No

Apply before:

  • Apr 13, 2024
Company Overview

Current Openings: 0

RSSL is a global leader at the forefront of scientific analysis, consultancy, product development and training, serving the food, drink, pharmaceutical, healthcare, biopharmaceutical and consumer goods industries.
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