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Basic Purpose: What is the overall function of the job?
Work within the Customer Experience Team (CET) functioning in a Customer Support or Change Order Support capacity to help maintain and grow Bureau Veritas’s market share with new and existing clients by providing exceptional customer service.
Key Accountability/Responsibilities: What specifically is this job expected to accomplish?
Process requests received from Project Support or Project Manager to:
Create orders based on customer requirements Schedule internal courier Initiate analysis cancellations resulting from internal or external changes Gather internal information for client data inquiries and investigations, when required Coordinate and communicate client/internal deadline changes and/or toggle requests with lab operations team Initiate client credits, as required
Other tasks:
Create summary reports for CET Lead Effectively execute to Customer Experience Team KPIs Review file entry information (including price, parameters, contact information and client specific needs) to ensure it complies with client and/or regulatory requirements Send job confirmation to clients as required within internal timeline metrics Enter Quotes Investigate and respond to internal inquiries and sub-contracting requests Respond to operational inquiries (including: Rush TATs, job status, instrument capacity, etc) Complete methanol orders and billing May act as a back-up for functions performed by Project Managers and Project Support, when cross trained May assist with client meetings and/or conference calls to address issues, trouble shooting and analysis requirements Provide support to other related departments or areas as required (i.e. Sample Entry, Bottle Prep, Archiving) Engage in cross-training/career pathing to support overall success of Customer Experience Team Other responsibilities as assigned
Skills and Knowledge: What skills and knowledge are used to carry out job responsibilities and solve problems?
University degree or College diploma preferably in chemistry or environmental science (an asset) or equivalent work experience. Demonstrated success in positions related to Customer Service or Lab Operations Basic chemistry knowledge for application in a laboratory setting Good knowledge of computers (Microsoft Word, Excel and Outlook) Ability to communicate effectively and work collaboratively with lab operations, Business Development Managers and the CET members Good time-management, multi-tasking and priority setting skills Strong verbal and written communication skills (French is an asset) Organized, detail-oriented and focused Ability to work independently as well as engage others when required in the escalation of concerns Represents the Bureau Veritas Values and is at all times professional Should be responsible, dedicated and motivated
Work Relationships
Internal: Laboratory Operations, Customer Service and Sample Logistics External: Clients
Working Conditions: physical work environment, physical and mental effort, visual/listening attention and travel
Office environment with frequent interaction in a laboratory environment May require flexible workings 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.
DISCLOSURES:
Vacancy Disclosure/Divulgation du poste vacant:
This posting is for an existing vacancy.
French: Cette offre vise à pourvoir un poste actuellement vacant.
Compensation Disclosure/Divulgation de la rémunération:
The expected salary for this position is $20-21 CAD hourly. The salary offered will be determined based on the successful candidate’s qualifications, experience, skills, geographic location (where applicable), internal equity, and market conditions.
** Reminder that the range cannot exceed $50K for Ontario
French: La fourchette salariale prévue pour ce poste est de 20 $ à 21 $ CA par horaire.
Le salaire offert sera déterminé en fonction des qualifications, de l’expérience, des compétences du/de la candidat(e) retenu(e), de son emplacement géographique (le cas échéant), de l’équité interne et des conditions du marché.
Rappel : Pour l’Ontario, l’écart entre le minimum et le maximum de la fourchette salariale ne peut pas dépasser 50 000 $.
Artificial Intelligence Disclosure/Divulgation sur l’intelligence artificielle:
Artificial intelligence (AI) tools may be used to assist in the screening, assessing and evaluating applications during the recruitment process. Bureau Veritas hiring managers and the Talent Acquisition team remain responsible for all hiring decisions.
French:
Des outils d’intelligence artificielle (IA) peuvent être utilisés pour aider au dépistage, à l’évaluation et à l’analyse des candidatures dans le cadre du processus de recrutement. Les gestionnaires d’embauche de Bureau Veritas ainsi que l’équipe d’acquisition de talents demeurent responsables de toutes les décisions d’embauche.