Customer Service Manager

7 months ago

Edmonton, Canada Bureau Veritas Full time

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo?

If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you

**Here are **our Core Values**:
Trusted

Responsible

Ambitious & Humble

Open & Inclusive

If these values resonate with you, Bureau Veritas is looking for a:
**Customer Service Manager**
**Location: Edmonton, Alberta**

**Job Overview and Responsibilities**:
Organizes and directs staff, to maintain a good working environment and ensures continuous improvement in productivity and efficiency.

**Primary responsibilities include the following (but are not limited to)**:

- Lead, manage and coordinate day-to-day activities for the customer service group.
- Monitor and evaluate employee performance, conduct regular coaching sessions to communicate goals and objectives, provide meaningful feedback and develop action plans to ensure continuous growth.
- Ensure appropriate and adequate account coverage through the assignment of Project Management resources to client accounts.
- Develop procedures to monitor and audit daily tasks and client caseload to ensure all related follow-up work is completed expeditiously, with attention to detail and accuracy.
- Conduct regular team meetings to share Corporate and Departmental information and provides an open forum whereby the team can communicate and share ideas.
- Prioritize in-house workload during peak seasonality to ensure customer/contract expectations are met.
- Act as a positive change agent in supporting Bureau Veritas’s new initiatives (operational and cultural).
- Manage Departmental resources to achieve budgeted performance goals.
- Maintain adequate communication with Accounts Receivable, Main Processing Lab, Sales personnel and all sections of the organization to meet established TAT and customer expectations.
- Ensure an effective communication system between the operation's lines of the business and the customer, determining the most effective way to meet or exceed budget and maintain customer loyalty and retention.
- Keep senior management informed of new services, trends and changes; monitor the quality and customer satisfaction of current services to ensure customer retention; recommend strategies to promote increasing volume of work.
- Ensure adherence to any regulatory conditions required by external or internal clients.
- 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 & Safety meetings.
- Participate, when requested in internal and external audits.
- Ensure that all work areas in the department are kept clean, neat and organized.
- Maintain training records and relevant qualifications.
- All other responsibilities as assigned.

**Is there a mutual fit? You ideally have**:

- Post
- secondary education in science.
- 10 years of experience in laboratory, customer service and sales environment of which at least 4 years are at a leadership level.
- Demonstrated success in a previous leadership role.
- Ability to coach, mentor and motivate staff
- Ability to communicate effectively and work collaboratively with lab operations, Business Development Managers and the Customer Service Team
- Experience in technical data review of reports with an understanding of inter-data relationships.
- Superior multi-tasking skills and ability to work under pressure
- Ability to work independently
- Represents the Bureau Veritas values and is at all times professional
- Act as role model to staff
- Should be responsible, dedicated and motivated

**Schedule**:

- Monday to Friday
- May require flexible workings hours including overtime and on call

**Work Remotely**:

- Flexible

Bureau Veritas is proud to be committed to providing fair and competitive pay as well as extensive health and wellness benefits package for eligible full-time employees.

The salary range for this role is $27.00 - $35.00 an hour.

Pay within this range varies by work location and may also depend on job-related knowledge, skills, experience, and market location.

**Additional Benefits Include**:
Top-Tier Health, Dental, and Vision

Paid Time Off, Statutory Holidays, and up to 8 hours of volunteer time off

Life Insurance & AD&D

STD & LTD Coverage

Company RRSP match

Employee Assistant Program (EAP)

Professional Development through Tuition Reimbursement

Join us at Bureau Veritas, where your well-being and professional growth are our top priorities.

Bureau Veritas Canada is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise Human Resources of any accommodations

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