Customer Solutions Representative 1 - Edmonton, Canada - Bureau Veritas

Description

Job Title: Customer Solutions Representative

Reports to: Customer Solutions Supervisor

Department: Customer Experience - Environmental

Location: Edmonton, A.B.

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, etc.)
• 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, etc.)
• 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 etc.)

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.