Customer Solutions Representative

Job title: Customer Solutions Representative

Company: Bureau Veritas

Job description: Job Title: Customer Solutions RepresentativeReports to: Customer Solutions SupervisorDepartment: Customer ExperienceLocation: Calgary, ABFull TimeBasic Purpose:

• Responsible for effective daily service, satisfaction and maintenance of client projects, inquiries and solutions

• Work closely with Management and the Customer Experience team to maintain and grow Bureau Veritas’ market share with all clients through exceptional customer support.

Key Accountability/Responsibilities:

• Provide technical customer support for client projects and submissions as needed

• Act as liaison between client and laboratory for special projects as required

• Escalation point for technical, client, and sector specific inquiries

• Responsible for ensuring all technical, expert, and contractual reporting is completed as required, including evening and weekends;

• Conduct initial investigations of customer complaints and/or non-conformances

• Communicate outcome of data investigations and re-analysis to clients as required

• Coordinate Legal Sample submissions between the client and laboratory

• Escalation point for sample entry issues as required

• Maintenance of client accounts with in LIMS

• Gather the “voice of the customer” and leverage personal experience to define client requirements and unmet wants to shape our value proposition and service offering to the customer

• Provide digital support to clients for items such as the Customer Portal, electronic chain of custodies, online bottle orders and payment, etc.

• Provide Sector Specific Support as identified locally

• Electronic Data Deliverable Management including troubleshooting

• Collaborate with other Bureau Veritas departments as required (operations, accounting, invoicing, revenue management, etc.)

• Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed.

• Effectively execute Customer Solutions Representative key performance indicators (KPIs).

• Remain current on the interpretation and application of environmental regulations;

• Adhere to Bureau Veritas Code of Ethics Policy

• Support and comply with all Bureau Veritas policies, Quality System and Health & Safety program

• Participate, when requested in department and health and safety meetings

• Maintain training records and relevant qualifications

• All other responsibilities as assigned

Skills and Knowledge:

• You possess a University Degree or a College Diploma in Sciences, preferably chemistry or environmental related and/or have the equivalent experience

• 3-5 years of experience in customer service and/or laboratory environment is an asset

• Expertise of applicable industry regulations (CCME, CSR, MMER, etc.)

• Strong customer service attitude and commitment to providing exceptional customer service and quality results

• Ability to work independently as well as engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments

• Attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing priorities and frequent interruptions

• Effective time management, decision making, excellent listening, problem-solving, planning, organizing and communication skills

• You possess an energetic and keen personality with a positive attitude who thrives in a fast-paced environment where multi-tasking, prioritizing and adapting to change is required

• You are ethical, dynamic, motivated and results oriented

• Strong computer literacy (Microsoft Word, Excel, Outlook etc.)

Working Conditions:

• Office environment with frequent interaction in a laboratory environment

• High level of work production in fast-paced lab environment

• Flexible working hours, overtime and shift work

• Changing priorities and balancing workload to meet tight deadlines

• Liaison activities and internal/external negotiations

• Minimal exposure to hazardous chemicals.

Additional Benefits Include:Top-Tier Health, Dental, and VisionPaid Time Off, Statutory Holidays, and up to 8 hours of volunteer time offLife Insurance & AD&DSTD & LTD CoverageCompany RRSP matchEmployee Assistant Program (EAP)Professional Development through Tuition ReimbursementBureau Veritas is proud to be committed to providing fair and competitive pay.The salary range for this role is $22.00 to $24.00

Expected salary:

Location: Calgary, AB

Job date: Wed, 15 Jan 2025 08:33:15 GMT

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