Customer Solutions Representative 1

2 weeks ago

Edmonton, Alberta, Canada Bureau Veritas Full time

Job Title:
Customer Solutions Representative

Reports to:
Customer Solutions Supervisor

Department:
Customer Experience - Environmental**
Location: Edmonton, A.B.

Basic 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 nonconformances
  • Communicate outcome of data investigations and reanalysis 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).
  • 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
  • 35 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 fastpaced environment with changing priorities and frequent interruptions
  • Effective time management, decision making, excellent listening, problemsolving, planning, organizing and communication skills
  • You possess an energetic and keen personality with a positive attitude who thrives in a fastpaced environment where multitasking, 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 fastpaced 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.

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