Client Relations Specialist

2 months ago

Calgary, Alberta, Canada AGAT Laboratories Full time
Job Description

Job Summary

The Client Services Manager provides strategic leadership to the Client Services Team by directing the overall client experience. They train, coach, and mentor staff on how to deliver exceptional customer service.

Key Responsibilities

  • Develop and implement customer service strategies to enhance client satisfaction and loyalty.
  • Manage and mentor a team of Client Services Representatives and Client Services Administrators to ensure excellent customer service delivery.
  • Collaborate with the Operations Manager and General Manager to develop and implement policies and procedures to improve client service interactions.
  • Proactively seek feedback from customers on their service experience and suggest recommendations to improve client service interactions.
  • Compile and track all client concerns, complete investigations, and determine root causes for non-conformances pertaining to client services, administration, invoicing, shipping, and logistics.
  • Implement corrective actions and ensure closure to all client inquiries and concerns, and ensure a satisfactory resolution.
  • Remain current on all aspects of the department and explore value-added opportunities.
  • Recommend and implement changes to policies and procedures as required for processes related to the Client Services Team, Administration, Invoicing, Shipping, and Logistics.
  • Assist in preparation of technical data and present information as needed.
  • Work with the Accounting team on facilitation of collections with clients.
  • Work with management on Client Services initiatives.
  • Work with Management to evaluate the operational systems of the client services group and facilitate continuous improvement.
  • Act as a liaison between Client Services and Operations/Laboratory/Sales/Quality Assurance Department.
  • Aid in testing and initiation of client exports to ensure proper programming developments.
  • Work with National Service Excellence Manager for implementing national harmonization initiatives.
  • Staff Development: Effectively manage, mentor, and coach team members in their supporting roles by establishing clear performance expectations and providing performance feedback.
  • Develop and implement Performance Management Systems: Create processes to measure, report, and improve employee performance.
  • Facilitate Goal-Setting Sessions: Ensure alignment between employees' goals and organizational objectives.
  • Integrate with HR processes: Coordinate performance management with recruitment, training, and succession planning.
  • Analyze Performance Data: Identify trends, forecast issues, and recommend solutions.
  • Manage Performance Improvement Plans (PIPs) Motivate and reward outstanding performance.
  • Evaluate Impact and Effectiveness: Conduct post-implementation reviews of performance initiatives.
  • Strategic Planning: Proactively identify and address potential issues, escalating them, when necessary, to maintain client satisfaction.

Requirements

  • Minimum Diploma or Degree in Science or equivalent experience.
  • Minimum of 5 years related experience in a CSR role, or equivalent.
  • Minimum of 2 years related experience in supervisory role.
  • Confident computer skills (Outlook, Microsoft Office, and Excel, Laboratory Information Management Systems (LIMS), and Reporting Systems).
  • Excellent communication skills both verbal and written; confident telephone communications essential. Ability to develop trust and strong working relationships with internal and external stakeholders.
  • Experience working with budgets ensuring strong financial oversight and fiscal responsibility. Strong aptitude for planning, budgeting, and analysis.
  • Patient; customer rapport building skills are essential. Excellent communication and presentation skills.
  • Ability to mentor others in the team. Team-player, strong work ethic, and a positive attitude.
  • Excellent organization and time management skills, with the ability to meet deadlines.
  • Reliable and self-motivated. Effective decision-making skills.
  • High service orientation.
  • Effective problem-solving skills.
  • Ability to work independently under pressure.
  • Previous Customer Service experience and team-oriented focus is essential.

Work Environment

  • General office environment with some exposure to laboratory environment.
  • Sitting for prolonged periods of time in an office setting.
  • Compliance with established safety procedures and appropriate PPE.
  • Manual dexterity is required.
  • Exposure to excessive noise, dust, and/or varying temperatures is rare.
  • Noticeable pressure for deadlines.
  • Unpleasant contact, or concern about unpleasant customer situations is probable.
  • Moderate disruption of family/social life.

Why Work for AGAT Laboratories

We offer an exceptional competitive benefits package, including but not limited to:

  • Dental Care.
  • Extended Health Care.
  • Vision Care.
  • Vacation and Flex/sick time.
  • Employee Assistance Program.
  • Long Term Disability.
  • Life Coverage.

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