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Customer Solutions Representative

2 months ago

Burnaby, Canada Bureau Veritas Group Full time

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

Job Title: Customer Solutions Representative

Reports to: Customer Solutions Supervisor

Department: Customer Relations

Location: Burnaby. .

Full-Time

Basic Purpose:

Responsible for effective daily service, satisfaction and maintenance of client projects, inquiries and solutions

Work closely with Management and the Customer Experience team to maintain and grow Bureau Veritas’ market share with all clients through exceptional customer support.

Key Accountability/Responsibilities:

Provide technical customer support for client projects and submissions as needed

Act as liaison between client and laboratory for special projects as required

Escalation point for technical, client, and sector specific inquiries

Responsible for ensuring all technical, expert, and contractual reporting is completed as required, including evening and weekends;

Conduct initial investigations of customer complaints and/or non-conformances

Communicate outcome of data investigations and re-analysis to clients as required

Coordinate Legal Sample submissions between the client and laboratory

Escalation point for sample entry issues as required

Maintenance of client accounts with in LIMS

Gather the “voice of the customer” and leverage personal experience to define client requirements and unmet wants to shape our value proposition and service offering to the customer

Provide digital support to clients for items such as the Customer Portal, electronic chain of custodies, online bottle orders and payment, etc.

Provide Sector Specific Support as identified locally

Electronic Data Deliverable Management including troubleshooting

Collaborate with other Bureau Veritas departments as required (operations, accounting, invoicing, revenue management,

Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed.

Effectively execute Customer Solutions Representative key performance indicators (KPIs).

Remain current on the interpretation and application of environmental regulations;

Adhere to Bureau Veritas Code of Ethics Policy

Support and comply with all Bureau Veritas policies, Quality System and Health & Safety program

Participate, when requested in department and health and safety meetings

Maintain training records and relevant qualifications

All other responsibilities as assigned

Skills and Knowledge: 

You possess a University Degree or a College Diploma in Sciences, preferably chemistry or environmental related and/or have the equivalent experience

3-5 years of experience in customer service and/or laboratory environment is an asset

Expertise of applicable industry regulations (CCME, CSR, MMER,

Strong customer service attitude and commitment to providing exceptional customer service and quality results

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

Attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing priorities and frequent interruptions

Effective time management, decision making, excellent listening, problem-solving, planning, organizing and communication skills

You possess 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

You are ethical, dynamic, motivated and results oriented

Strong computer literacy (Microsoft Word, Excel, Outlook

Working Conditions:

Office environment with frequent interaction in a laboratory environment

High level of work production in fast-paced lab environment

Flexible working hours, overtime and shift work

Changing priorities and balancing workload to meet tight deadlines

Liaison activities and internal/external negotiations

Minimal exposure to hazardous chemicals.

Bureau Veritas is proud to be committed to providing fair and competitive pay.

The salary range for this role is $24.00/hr - $25.00/hr

Pay within this range varies by work location and may also depend on job-related knowledge, skills, experience, and market location.