Customer Service Manager

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo?

If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you

**Here are**
**our Core Values**:
Trusted

Responsible

Ambitious & Humble

Open & Inclusive

If these values resonate with you, Bureau Veritas is looking for a:
**Customer Service Manager**

**Location: Edmonton, Alberta**

**Job Overview and Responsibilities**:
Organizes and directs staff, to maintain a good working environment and ensures continuous improvement in productivity and efficiency..

Primary responsibilities include the following (but are not limited to):

- Lead, manage and coordinate day-to-day activities for the Customer Service team, including regional offices, who are responsible to service client requests within the Petroleum client segment of Bureau Veritas.
- Monitor and evaluate performance, conduct regular coaching sessions to set goals and objectives, provide meaningful feedback, and develop action plans to ensure continuous growth in service skills and technical expertise
- Provide clear direction, support and guidance to staff to ensure all client interactions are handled with professionalism emulating “Strategic Interaction Skills” and Bureau Veritas values
- Develop procedures to monitor and audit daily tasks and client workload to ensure all related follow-up work is completed expeditiously, with attention to detail & accuracy
- Responsible to develop innovative and proactive methods to ensure the team achieves core performance standards and business goals as measured by scorecards, mentoring sessions, key performance indicators and overall client satisfaction
- Responsible for performance management including preparation and delivery of quarterly and annual performance appraisals
- Responsible for training and career development of direct reports
- Maintain adequate communication with the Accounts receivables, Main Processing Lab, Sales Personal and all sections of the organization to meet established TAT and customer expectations.
- Conduct client meetings and/or conference calls to address complex issues, needs analysis and trouble shooting of company profile set up, maintenance to ensure client satisfaction is achieved, and business potential is maximized.
- Responsible for generating, maintaining and updating all WI’s and job profile for CS.
- Ensures adherence to Bureau Veritas’ quality systems QA/QC, SOP's and external accreditation requirements.
- Developing and maintaining a positive work environment for employees.

**Is there a mutual fit? You ideally have**:

- Post-Secondary Diploma or Degree in related field.
- 2-4 years experience in applicable industry; minimum 2 years in a supervisory role
- Knowledge in Sciences - preferably chemistry is considered an asset. Equivalent experience will be considered.
- Demonstrated interpersonal skills including: communication, mentoring, coaching, presentation skills and the ability to interact with colleagues at all levels

Benefits:

- Health & Dental Coverage
- Life Insurance
- STD & LTD Coverage
- Company RRSP match
- Employee Assistant Program (EAP)
- Professional Development

Schedule:

- Monday to Friday
- May require flexible workings hours including overtime and on call

Work Remotely:

- Flexible

Bureau Veritas Canada is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise Human Resources of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.

**Shaping a World of Trust