Client Relations Supervisor

4 weeks ago

Calgary, Alberta, Canada AGAT Laboratories Full time

About AGAT Laboratories

AGAT Laboratories is a comprehensive laboratory service provider with multiple locations across Canada, recognized as the most diversified laboratory in the country. Our team of scientists possesses extensive expertise in various fields, including biochemistry, chemistry, microbiology, geology, engineering, and other specialized services. We deliver integrated analytical solutions for the Environmental, Energy, Mining, Transportation, Industrial, Agri-food, and Life Sciences sectors.

Position Overview

The Client Services Manager is responsible for overseeing 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 have excellent interpersonal skills, focusing on nurturing existing client relationships while attracting new clients to expand the client base. This position requires meticulous record-keeping, regular management meetings, and the development of customer service policies while 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 budget considerations.
  • Ensure the client service department operates efficiently by:
    • Delegating tasks and mentoring team members, holding them accountable for performance metrics.
    • Providing timely and comprehensive responses to client inquiries.
    • Communicating with clients regarding escalated issues through various channels.
    • Facilitating communication between laboratories, sales, operations, and clients.
    • Monitoring the progress of client projects and identifying development opportunities.
    • Managing the status of unbilled accounts and ensuring invoicing targets are met.
    • Reviewing credit requests and investigating discrepancies.
  • Recruit, supervise, and mentor the Client Services Team, ensuring adherence to Standard Operating Procedures.
    • Train Client Project Representatives on effectively addressing client concerns.
  • Proactively gather feedback from clients regarding their service experiences and recommend improvements.
    • Track and compile client concerns.
    • Conduct investigations to identify root causes of service issues.
    • 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 related to the Client Services Team.
  • 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.
  • Collaborate with the National Service Excellence Manager on national harmonization initiatives.
  • Manage and mentor team members by 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 recognize outstanding performance.
    • Evaluate the effectiveness of performance initiatives.
  • Strategically identify and address potential client satisfaction issues.

Qualifications

  • 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; ability to build trust with stakeholders.
  • Experience managing budgets with a focus on financial oversight.
  • Exceptional customer rapport-building skills and effective communication abilities.
  • Ability to mentor team members and foster a collaborative environment.
  • Excellent organizational and time management skills, with a proven ability to meet deadlines.
  • Self-motivated with strong decision-making capabilities.
  • High service orientation and effective problem-solving skills.
  • Ability to work independently in high-pressure situations.
  • Previous experience in customer service 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 personal protective equipment.
  • Manual dexterity is required.
  • Minimal exposure to excessive noise, dust, or temperature variations.
  • Ability to manage deadlines effectively.
  • Potential for challenging customer interactions.
  • Moderate impact on personal life due to work demands.

Why Choose AGAT?

AGAT Laboratories offers 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 is an equal opportunity employer committed to an inclusive and barrier-free recruitment process. We appreciate all applicants; however, only those selected for interviews will be contacted.

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