Client Services Representative
4 days ago
**Summary**
Our Client Service Representative or CSR, is responsible for all tasks related to client services are completed in a timely and efficient manner. The CSR is the lead member of a two-person team devoted to assisting a key list of clients in which they develop, grow, and are incentivized on the overall success of the client relationship.
**Job Duties**
- To provide excellent administration of all documents received and generated by the Client Services department: invoices, lab reports, QC reports, electronic data deliverables (EDD), chains of custody (COC), etc.
- To create invoices, analytical reports and QC reports and submit them for review and approval.
- To submit approved invoices and reports to the proper client contacts according to clients’ specifications.
- To assist with the gathering of information and documentation necessary to coordinate projects, including data entry into LIMS and Sales Force
- To assist with communication with the clients by answering the phones when they are absent and taking messages from and providing basic answers to clients.
- Perform all other duties as assigned or needed.
**Requirements**:
- Two (2) years administrative experience in a laboratory setting and/or hold a diploma in Business Administration, Sciences or equivalent
- Must be a service focused individual who excels in relationship building
- Must be a dynamic individual who is very organized, a team player, pays attention to detail and has a strong sense of urgency when executing his/her tasks.
- Leadership abilities would be an asset in this role
- Must be able to communicate well over the phone with clients in order to take messages, provide basic information on the state of work in progress, invoices, etc.
- Must be willing to learn about basic procedures in the company as well as basic knowledge of environmental guidelines, regulatory limits and about the oil and gas industry in western Canada
- Completion of KaizenLAB Client Services Training Program
- Able to analyze problems and strategize for better solutions
**Key Performance Indicators (KPLs)**
- Team Performance - Based on client survey must have a score of 80% or higher
- Accounts Receivable Management - client list has no invoices that are overdue by sixty (60) days or greater
- Client Growth - client list must have a minimum of 5% overall growth from the previous year’s corresponding quarter
**Development Path Opportunities**
- Client Services Supervisor
- Sales Representative
**Advancement Key Performance Indicators (KPIs)**
- Completion of KaizenLAB Sales Training Program
- Completion of KaizenLAB’s Leadership Training Program
- Ten (10) hours of professional development per year
**Work Conditions**
- Office environment
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