Customer Support Representative

3 months ago

Edmonton, Canada Element Materials Technology Full time

Overview:
Our Customer Support/PM team are a group of customer focused professionals who are the voice of the customer within our laboratories. Each representative has a list of dedicated customers they work with to ensure we deliver excellent customer service from all our locations. Our highly engaged teams work across groups to ensure we meet deadlines and maintain accuracy on customer projects. We have the technical understanding to be able to advise customers on testing needs and review and approve data. Our unique approach to service offers the opportunity to build relationships with customers, grow our business organically and develop leadership skills. Partnering with sales and operations groups we offer a market leading, customer centric approach of doing business which makes Element stand out.

**Responsibilities**:

- Take client calls and satisfy client requests, including but not limited to requests for:

- Additional analysis
- Repeat analysis
- Change of analysis
- Method references
- Method performance
- Sample testing status
- Account status
- Invoice status
- Sampling information
- Pricing
- Test availability
- Missing samples / data
- Information sheets
- Bottle orders
- Contact clients to resolve issues including but not limited to:

- Missing sample information
- Verification of analysis request
- Insufficient sample volume
- Inappropriate sample preservation
- Agreement verification
- Repeat analysis notification
- Billing
- New client

Additional responsobiltiies include:

- Accept and monitor rush samples
- Monitor TAT and inform technicians of approaching due dates
- Create new clients in LIMS and un-expire agreements
- Manage sublet reports and issuance to client
- Create and distribute notification of amended report document and make appropriate notes in LIMS
- Maintain good housekeeping at all times to ensure a clean and safe work environment
- Follow the Quality System as documented in the Quality Manual
- General duties as directed by the team leader or lab manager
- Login samples into the Element LIMS system
- Communicate with the client for any reason including but not limited to the sample, results or report and account information.
- Monitor turn around time (TAT)
- Strict adherence to the corporate Quality System
- Perform standard operating procedures as documented
- Maintain a clean and safe work environment; comply with all rules and responsibilities as outlined under the corporate Health and Safety Policy
- Work with trainees until approval of trainees demonstrated competence is documented
- Maintain training records, resumes and CVs
- Seek out their direct supervisor if they are unsure of any job duties or tasks as per the structure

Skills / Qualifications:

- A science background preferred
- Relevant experience within a lab preferred
- Highly motivated and organized individual with a flexible approach to work
- Excellent attention to detail
- Ability to work independently
- Ability to work well under pressure and meet tight deadlines without compromising the quality of work or safety

LI-TK1

Company Overview:
Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement:
At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in respons

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