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Client Relations Supervisor
3 months ago
AGAT Laboratories is a comprehensive analytical facility with branches throughout Canada, recognized as the most versatile laboratory in the nation. Our team of scientists possesses specialized expertise across various domains, including biochemistry, chemistry, microbiology, geology, engineering, and other niche services. We deliver integrated analytical solutions for the Environmental, Energy, Mining, Transportation, Industrial, Agri-food, and Life Sciences sectors.
Position Overview
The Client Engagement Manager is responsible for overseeing the Client Services Team, ensuring an exceptional client experience. This role involves training, coaching, and mentoring staff to provide outstanding customer service.
The management position requires a professional with excellent interpersonal skills, focused on nurturing existing client relationships while attracting new clients to expand the client portfolio. Key responsibilities include maintaining accurate communication records, collaborating with management, formulating customer service policies, and training Client Services Representatives and Administrators.
Key Responsibilities
- Oversee all duties associated with Client Services Representatives and Senior Client Services Representatives.
- Develop and review the annual staffing plan with management for budgetary considerations.
- Ensure the efficient operation of the client service department by delegating tasks, mentoring team members, and holding them accountable for performance metrics.
- Provide timely and comprehensive responses to client inquiries, including escalated issues via various communication channels.
- Facilitate internal and external communication between laboratories, sales, operations, and clients.
- Monitor the progress of client projects and identify development opportunities.
- Review and investigate credit requests and discrepancies.
- Recruit, supervise, and mentor the Client Services Team, ensuring adherence to Standard Operating Procedures.
- Encourage feedback from clients regarding their service experience and implement recommendations for improvement.
- Conduct investigations into client service non-conformances and ensure corrective actions are taken.
- Stay informed about departmental developments and explore opportunities for added value.
- Recommend and implement necessary changes to policies and procedures.
- 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.
- Act as a liaison between Client Services and other departments.
- Support the testing and initiation of client exports to ensure proper programming developments.
- Collaborate with the National Service Excellence Manager on national harmonization initiatives.
- Effectively manage and mentor team members, establishing clear performance expectations and providing feedback.
- Proactively identify and address potential client satisfaction issues.
Qualifications and Skills
- Minimum Diploma or Degree in Science or equivalent experience.
- At least 5 years of relevant experience in a customer service role.
- A minimum of 2 years in a supervisory capacity.
- Proficient in computer applications including Outlook, Microsoft Office, and Laboratory Information Management Systems (LIMS).
- Strong verbal and written communication skills, with the ability to build trust and relationships with stakeholders.
- Experience in budget management and financial oversight.
- Exceptional customer rapport-building skills and patience.
- Ability to mentor and foster teamwork.
- Excellent organizational and time management abilities.
- Self-motivated with effective decision-making skills.
- High service orientation and problem-solving capabilities.
- Ability to work independently under pressure.
- Prior customer service experience is essential.
Work Environment
- Office environment with occasional exposure to laboratory settings.
- Prolonged periods of sitting in an office.
- Compliance with safety procedures and use of appropriate PPE.
- Manual dexterity is required.
- Rare exposure to excessive noise, dust, or varying temperatures.
- Ability to manage deadlines and handle challenging customer interactions.
- Moderate disruption to personal life may occur.
Why Choose AGAT?
We offer a competitive benefits package, including:
- Dental Care
- Extended Health Care
- Vision Care
- Vacation and Sick Leave
- Employee Assistance Program
- Long-Term Disability
- Life Insurance
AGAT Laboratories appreciates all applicants; however, only those selected for interviews will be contacted.
