Job Information
Bureau Vertias North America Customer Solutions Representative in Alberta
Job Title: Customer Solutions Representative
Reports to: Customer Solutions Supervisor
Department: Customer Experience
Location: Calgary, AB
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, 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.
Additional Benefits Include:
Top-Tier Health, Dental, and Vision
Paid Time Off, Statutory Holidays, and up to 8 hours of volunteer time off
Life Insurance & AD&D
STD & LTD Coverage
Company RRSP match
Employee Assistant Program (EAP)
Professional Development through Tuition Reimbursement
Bureau Veritas is proud to be committed to providing fair and competitive pay.
The salary range for this role is $22.00 to $24.00
