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Client Relations Supervisor
3 months ago
About AGAT Laboratories
AGAT Laboratories is a comprehensive analytical facility with multiple locations throughout Canada. Recognized as the most varied laboratory in the country, our team comprises highly skilled scientists specializing in diverse fields such as biochemistry, chemistry, microbiology, geology, engineering, and other specialized services. Our extensive staff expertise and cutting-edge technology enable us to deliver integrated analytical solutions for the Environmental, Energy, Mining, Transportation, Industrial, Agri-food, and Life Sciences sectors.
Position Overview
The Client Engagement Manager oversees the Client Services Team, ensuring an exceptional client experience. This role involves training, coaching, and mentoring team members to provide outstanding customer service. The ideal candidate will possess excellent interpersonal skills, focusing on nurturing existing client relationships while expanding the client base. Responsibilities include maintaining precise correspondence records, collaborating with management, developing customer service policies, and training Client Services Representatives and Administrators.
Key Responsibilities
- Fulfill all duties outlined for Client Services Representatives and Senior Client Services Representatives.
- Formulate an annual staffing plan and discuss it with the Operations Manager/General Manager for budget considerations each fiscal year.
- Ensure the client service department operates smoothly by:
- Delegating tasks and mentoring team members while holding them accountable for performance metrics using KPIs.
- Providing timely and comprehensive responses to client inquiries, offering additional insights for CSR questions.
- Addressing escalated customer issues through various communication channels.
- Facilitating internal and external communication between laboratories, sales, operations, and clients.
- Monitoring the progress of client projects and identifying development opportunities.
- Reporting on unbilled accounts and ensuring invoicing targets are achieved.
- Reviewing credit requests and investigating discrepancies.
- Recruit, supervise, coach, and mentor the Client Services Team, Administration, Invoicing, Shipping, and Logistics, ensuring thorough knowledge of Standard Operating Procedures.
- Train Client Project Representatives on effectively managing client complaints.
- Actively seek client feedback regarding their service experience and propose improvements to enhance client interactions.
- Compile and monitor all client concerns.
- Conduct investigations to identify root causes of service non-conformances.
- Implement corrective actions and ensure satisfactory resolutions to client inquiries.
- Stay updated on departmental developments and explore opportunities for added value.
- Recommend and implement necessary changes to policies and procedures for the Client Services Team, Administration, Invoicing, Shipping, and Logistics.
- Assist in preparing technical data and presenting information as required.
- Collaborate with the Accounting team to facilitate client collections.
- Work with management on Client Services initiatives and evaluate operational systems for continuous improvement.
- Serve as a liaison between Client Services and Operations/Laboratory/Sales/Quality Assurance Departments.
- Support testing and initiation of client exports to ensure proper programming developments.
- Collaborate with the National Service Excellence Manager to implement national harmonization initiatives.
- Focus on staff development by effectively managing, mentoring, and coaching team members, establishing clear performance expectations, and providing feedback.
- Develop and implement performance management systems to measure and enhance employee performance.
- Facilitate goal-setting sessions to align employee objectives with organizational goals.
- Integrate performance management with HR processes, including recruitment and training.
- Analyze performance data to identify trends and recommend solutions.
- Manage performance improvement plans and motivate outstanding performance.
- Evaluate the impact and effectiveness of performance initiatives.
- Engage in strategic planning to proactively identify and address potential issues, escalating them as necessary to maintain client satisfaction.
Qualifications
- Minimum Diploma or Degree in Science or equivalent experience.
- At least 5 years of relevant experience in a CSR role or equivalent.
- A minimum of 2 years in a supervisory capacity.
- Proficient in computer applications (Outlook, Microsoft Office, Excel, Laboratory Information Management Systems (LIMS), and Reporting Systems).
- Exceptional verbal and written communication skills; ability to establish trust and strong relationships with stakeholders.
- Experience managing budgets with a focus on financial oversight and responsibility.
- Strong customer rapport-building skills and excellent presentation abilities.
- Ability to mentor team members; a team player with a strong work ethic and positive attitude.
- Excellent organizational and time management skills, capable of meeting deadlines.
- Self-motivated with effective decision-making skills.
- High service orientation and effective problem-solving abilities.
- Ability to work independently under pressure.
- Prior customer service experience and a team-oriented focus are essential.
Work Environment
- General office environment with occasional exposure to laboratory settings.
- Prolonged periods of sitting in an office.
- Compliance with established safety protocols and use of appropriate PPE.
- Manual dexterity is required.
- Rare exposure to excessive noise, dust, or varying temperatures.
- Potential pressure from deadlines.
- Possible challenging interactions with customers.
- Moderate disruption to personal life may occur.
Why Choose AGAT?
We provide a competitive benefits package, including:
- Dental Care
- Extended Health Care
- Vision Care
- Vacation and Flex/Sick Time
- Employee Assistance Program
- Long-Term Disability
- Life Insurance
AGAT Laboratories appreciates all applicants; however, only those selected for interviews will be contacted.
AGAT Laboratories is an equal opportunity employer, committed to an inclusive and barrier-free recruitment process. If contacted for a job opportunity, please inform the hiring manager of any required accommodations. All information regarding accommodations will be kept confidential.
Thank you for considering a career with AGAT Laboratories.
