Client Services Representative`

AGAT Laboratories is a full-service laboratory with locations across Canada. We are the most diversified laboratory in Canada. Our scientists are highly-skilled and specialized in the fields of biochemistry, chemistry, microbiology, geology, engineering and other specialty services. With a broad range of staff experience and state-of-the-art instrumentation, we provide cross-analytical solutions for the Environmental, Energy, Mining, Transportation, Industrial, Agri-food and Life Sciences sectors.

Client Services Representative – Environmental

Summary:

The Client Services Representative (CSR) is responsible for providing clients with technical information based on client needs and administers overall client experience. This role is the main point of contact between the laboratory and the client, which aims to communicate all correspondence pertaining to work orders in house and future projects effectively. This job requires a patient and stable work style and consistency in dealing with repetitive routine tasks. The job demands a cooperative, agreeable and sympathetic listener who gets along with both members of the team and clients, and enjoys being helpful to them. A customer service, team-oriented focus is of utmost importance. The job requires attention to the details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work. The focus is on working comfortably under close supervision within a stable, secure team. The pace of the job is steady and fast-paced, with a requirement of managing a large number of tasks under pressure and an inclination to work under explicitly defined processes. When there is change in the structure of work or scope of responsibility, ample time will be provided to learn the new work thoroughly with opportunity for repetitive practice. This position is given direction by the Client Services Manager or Supervisor and is an integral part of providing Service Beyond Analysis.

Responsibilities:

1. Strive to employ AGAT’s mission statement of “Service Beyond Analysis” as the main point of contact and liaison for clients regarding laboratory inquiries
2. Provide prompt and complete responses to all requests from clients, including:
   • Providing sampling requirements, technical information and detection limits based on analytical testing required
   • Verifying laboratory testing capabilities within the AGAT network or if subcontracting analysis is required
   • Facilitating shipping and hot shots for bottle orders and client shipments
   • Submitting bottle orders to the shipping and bottle preparation department
   • Creating client specific Chain of Custodies
   • Submitting re-assignment and re-analysis requests to Logistics and the Laboratory, ensuring they are completed as requested
   • Completing credit requests and sending revised invoices
   • Providing pricing information as per client standing offers or book pricing
   • Re-issuing reports with updated project and sample information or requested regulatory guidelines
   • Providing WebEarth information for Reporting, Electronic Bottle Orders or Electronic Chain of Custodies
   • Updating exports for electronic data deliverables (EDD), including creating custom exports for client specific projects and problem solving errors when required
3. Develop and maintain strong relationships with existing clients which includes face to face meetings, email correspondence and phone calls
4. Manage customer expectations with respect to all aspects of the work orders in-house by:
   • Ensuring prompt and accurate delivery of sample receipt notifications, certificate of analyses, exports and invoices, which are to be sent within the requested turnaround time (TAT)
   • Delegating to Client Services Administrators as required
   • Communicating when sample integrity issues arise
   • Proactively informing clients when delays with TAT arise in the lab
   • Providing recommendations to management team regarding additional packages/report formats based on customers’ requests.
   • Coordinating with Lab and other operations regarding client projects and reanalysis
   • Effectively communicating the status of projects and updates in the laboratory to clients
   • Updating client special instructions in the Client Master File (CMF)
5. Assist Sales team to ensure the proper options are presented to clients regarding testing requirements:
   • Participate in project kick-off meetings as required, to discuss courier logistics, sampling requirements, and reporting or invoicing expectations
   • Identifying client concerns and providing solutions for improvement
6. Participate in team training and development, including mentoring of Client Services Administrators
7. Remain current on all aspects of the department
8. Assist in internal and external audits
9. Work with the Accounting team on facilitation of collections with clients

Skills and Experience:

• Minimum Diploma or Degree in Science
• Minimum 1-2 years laboratory or customer service experience
• Confident computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems)
• Excellent communication skills both verbal and written; confident telephone communications essential
• Patience; customer rapport building skills are essential
• Ability to mentor others in the team
• Excellent organization and time management skills
• Attention to detail for routine tasks and commitment to quality standards
• Effective problem solving skills
• Ability to work independently under pressure
• Previous Customer Service experience and team-oriented focus is essential

Work Environment:

• General office environment with some exposure to laboratory environment.
• Sitting for prolonged periods of time in an office setting.
• Compliance with established safety procedures and appropriate PPE.
• Manual dexterity is required.
• Exposure to excessive noise, dust and/or varying temperatures is rare.
• Noticeable pressure for deadlines; unpleasant contact, or concern about unpleasant customer situations is probable.
• Moderate disruption of family/social life.

Why Work for AGAT?

We offer an exceptional competitive benefits package, including but not limited to:

• Dental Care
• Extended Health Care
• Vision Care
• Vacation and Flex/sick time
• Employee Assistance Program
• Long Term Disability
• Life Coverage

AGAT Laboratories would like to thank all applicants; however only candidates selected for interviews will be contacted.

AGAT Laboratories is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise the hiring manager of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.

Thank you for your interest in AGAT Laboratories.