Client Service Associate (Calgary, Alberta, CA) en Bureau Veritas

Page 1 of 2
POSITION PROFILE

Job Title: Project Solutions Representative
Reports to (title):
Department: Customer Solutions Supervisor Customer Experience

Location: Burnaby / Calgary / Edmonton Basic Purpose: What is the overall function of the job?
Help maintain and grow Bureau Veritas’ market share with existing and new clients through exceptionalcustomer support.

Key Accountability/Responsibilities: 

What specifically is this job expected to accomplish?
Manage incoming communications via phone, email and online chat (omni-channel). Respond quicklyand accurately to tickets or escalate accordingly
Create/update orders based on customer requirements and requests including, but not limited to, bottleorders and change order requests
Initiate analysis cancellations resulting from internal or external changes
Coordinate and communicate client & internal deadline changes with lab operations team
Coordinate and communicate client toggle requests with lab operations team
Investigate and respond to internal inquiries from other Bureau Veritas labs
Assist to resolve issues with client submissions (FLAGs)
Responsible for subcontract management:
Offsite management and communication with other Bureau Veritas labs regarding their offsitesubmissions and inquiries
Review confirmation reports issued by subcontracting labs for accuracy (TAT, parameters, etc.)
Upload subcontracting reports to LIMS
Escalate issues when required and inform the appropriate parties
Effectively execute Project Solution Representative key performance indicators (KPIs)
May act as a back-up for functions performed by Project Submissions Support
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

Page 2 of 2

Skills and Knowledge: What skills and knowledge are used to carry out job responsibilities and solve problems?
 You possess a University Degree or a College Diploma in Sciences, preferably chemistry or environmental related and/or have the equivalent experience
 2-3 years of experience in customer service and/or laboratory environment is an asset
 Strong customer service attitude and commitment to providing exceptional customer service and quality results
 Good working knowledge of current industry regulations and guidelines in order to provide educated client advice
 Attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing priorities and frequent interruptions
 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
 Outstanding relationship management skills
 You have excellent listening, problem‐solving, attention to detail 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.)

Work Relationships
Internal: Laboratory Operations, Customer Experience, and Sample Logistics Departments
External: Clients, competitors, subcontract laboratories, government offices, couriers, etc.

Working Conditions: physical work environment, physical effort, visual and listening attention, and travel
 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;
 High level of multi‐tasking with large cross‐section of internal and external stakeholders;
 Hazardous materials are handled using established safety procedures and appropriate equipment. This position has minimal exposure to hazardous chemicals.