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Customer Solutions Liaison

1 month ago

Calgary, Alberta, Canada Bureau Veritas Group Full time

Bureau Veritas Group, a leading global laboratory testing and certification company, is seeking a highly skilled Customer Solutions Liaison to join our team.

This role is based in Burnaby, Calgary or Edmonton and offers a competitive salary of $22.00 per hour.

Job Description

As a Customer Solutions Liaison, you will be responsible for providing exceptional customer service and support to existing and new clients. Your primary goal will be to help maintain and grow Bureau Veritas' market share by delivering outstanding results and meeting client needs.

  • Manage incoming communications via phone, email, and online chat, responding quickly and accurately to tickets or escalating accordingly.
  • Create and update orders based on customer requirements and requests.
  • Initiate analysis cancellations resulting from internal or external changes.
  • Coordinate and communicate client & internal deadline changes with lab operations team.
  • Coordinate and communicate client toggle requests with lab operations team.
  • Investigate and respond to internal inquiries from other Bureau Veritas labs.
  • Assist in resolving issues with client submissions (FLAGs).
  • Responsible for subcontract management: Offsite management and communication with other Bureau Veritas labs regarding their offsite submissions and inquiries.
  • Review confirmation reports issued by subcontracting labs for accuracy (TAT, parameters). Upload subcontracting reports to LIMS.
  • Escalate issues when required and inform the appropriate parties.
  • Effectively execute Project Solution Representative key performance indicators (KPIs).
  • May act as a back-up for functions performed by Project Submissions Support.
  • Adhere to Bureau Veritas Code of Ethics Policy.
  • Support and comply with all Bureau Veritas policies, Quality System, and Health & Safety program.
  • Participate in department and health and safety meetings.
  • Maintain training records and relevant qualifications.
Required Skills and Qualifications

To succeed in this role, you will require:

  • A University Degree or a College Diploma in Sciences, preferably chemistry or environmental related, and/or have the equivalent experience.
  • 2-3 years of experience in customer service and/or laboratory environment is an asset.
  • A strong customer service attitude and commitment to providing exceptional customer service and quality results.
  • A good working knowledge of current industry regulations and guidelines in order to provide educated client advice.
  • An attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing priorities and frequent interruptions.
  • The ability to work independently as well as engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments.
  • Outstanding relationship management skills.
  • Excellent listening, problem-solving, attention to detail, and communication skills.
  • An energetic and keen personality with a positive attitude who thrives in a fast-paced environment where multi-tasking, prioritizing, and adapting to change is required.
  • Ethical, dynamic, motivated, and results-oriented.
  • Strong computer literacy (Microsoft Word, Excel, Outlook).
Benefits

Bureau Veritas offers a comprehensive benefits package, including:

  • 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.