Client Service Manager - Val-d'Or, Canada - ALS Global

ALS Global

Verified Company

Val-d'Or, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

ALS provides a broad range of testing and analytical services to a wide variety of end markets and industries around the globe.

We continue to remain a leader in the testing services industry and have established a distinguished reputation for providing best in class results and client services.

Client Services Manager Geochemistry Quebec

Location:
ALS Val-d'Or, Quebec

Reports to:
Director, Client Services North America
About the Position

This position plays a critical role in fulfilling the ALS value proposition to our clients by ensuring the delivery of exceptional customer service.

This position is responsible for managing the primary point of contact of customers with respect to answering client inquiries, providing information regarding samples, products and pricing; as well as liaising directly with clients to resolve any concerns they may have.

This role is also responsible for informing and supporting clients in utilizing the company's proprietary online laboratory information management system (Webtrieve).

Specific Responsibilities

Act as a client advocate within ALS, tracking turnaround time; client priorities and RUSH work completion;
Provide excellent client service, including information on analytical methods, quality control and turnaround times;
Ensure proactive and effective communications are maintained with clients at all times;
Proactively contact clients regularly with updates on when work is received, if there are delays in work completion and expected turnaround time;
Prepare and negotiate client quotations, as required;
Liaising with other ALS departments, as necessary, to ensure the timely follow up and resolution on any identified issues;
Maintain client information and requirements in the appropriate information system (GEMS, CPT's etc).
Attend conferences and coordinate ALS functions at industry trade shows;
Assist with coordinating annual client seminars and other communications materials, as required;
Assist with annual marketing quotation renewals and track client work flow;
Assist with driving development of new sales leads and sourcing out new clients by developing strong networks and independently identifying clients;
Other duties as assigned.

Required Knowledge, Skills & Abilities

Excellent French communication skills, both written and verbal; Bilingual in English an asset.
Strong customer service focus, interpersonal and organizational abilities;
Demonstrated judgement, creativity, integrity and ability to problem solve;
Strong team orientation as well as the ability to respond flexibly to changing demands;
Advanced computer skills including MS Word, MS Excel, PowerPoint and Outlook;
Ability to effectively handle escalations and time critical issues.

Qualifications:

Completion of a recognized diploma or university degree, preferably in Geological or Chemical Sciences;
Previous customer service or office administration experience an asset;
Work experience in mineral exploration or laboratory setting.