Customer Service

3 weeks ago

Dartmouth NS, Canada AGAT Laboratories Full time

AGAT Laboratories is a full-service laboratory with locations across Canada. We are the most diversified laboratory in Canada. Our scientists are highly-skilled and specialized in the fields of biochemistry, chemistry, microbiology, geology, engineering and other specialty services. With a broad range of staff experience and state-of-the-art instrumentation, we provide cross-analytical solutions for the Environmental, Energy, Mining, Transportation, Industrial, Agri-food and Life Sciences sectors.
AGAT Laboratories is currently looking for a Client Services Representative (CSR) to join our Environmental Division based out of our Dartmouth, NS location.The Client Services Representative (CSR) is responsible for providing clients with technical information based on client needs and administers overall client experience.
This role is the main point of contact between the laboratory and the client, which aims to communicate all correspondence pertaining to work orders in-house and future projects effectively. A customer service, focus is of utmost importance. This position is given direction by the Client Services Manager or Supervisor and is an integral part of providing Service Beyond Analysis.
Strive to employ AGAT’s mission statement of “Service Beyond Analysis” as the main point of contact and liaison for clients regarding laboratory inquiries
Providing sampling requirements, technical information and detection limits based on analytical testing required
Verifying laboratory testing capabilities within the AGAT network or if subcontracting analysis is required
Facilitating shipping and hot shots for bottle orders and client shipments
Submitting bottle orders to the shipping and bottle preparation department
Submitting re-assignment and re-analysis requests to Logistics and the Laboratory, ensuring they are completed as requested
Re-issuing reports with updated project and sample information or requested regulatory guidelines
Updating exports for electronic data deliverables (EDD)
Creating custom exports for client specific projects and problem solving errors when required
Develop and maintain strong relationships with existing clients which includes face to face meetings, email correspondence and phone calls
Delegating to Client Services Administrators as required
Coordinating with Lab and other operations regarding client projects and reanalysis
Effectively communicating the status of projects and updates in the laboratory to clients
Lead/Participate in project kick-off meetings as required, to discuss courier logistics, sampling requirements, and reporting or invoicing expectations
Participate in team training and development, including mentoring of Client Services Administrators
Work with the Accounting team on facilitation of collections with clients
Minimum 3years laboratory or customer service experience
Confident computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems)
confident telephone communications essential
customer rapport building skills are essential
Attention to detail for routine tasks and commitment to quality standards
Previous Customer Service experience and team-oriented focus is essential
General office environment with some exposure to laboratory environment
Sitting for prolonged periods of time in an office setting
Moderate disruption of family/social life
Dental Care
Long Term Disability

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