Client Services Manager Jobs

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.

Summary

The Client Services Manager provides management to the Client Services Team by directing the overall client experience. They train, coach and mentor staff on how to deliver the best customer experience possible. The management role requires a professional individual with great people skills focused on prioritizing existing clients and bringing new clients on board to grow the client base. The job demands the ability to maintain accurate correspondence records, regularly meeting with management, developing customer service policies and training Client Services Representatives and Client Services Administrators. The role requires a focus on encouraging client loyalty and enhancing business growth through positive client engagement. The Client Services Manager should demonstrate active listening and communication skills, while excelling in a high-pressure environment. The role will ensure client problems are resolved in a timely manner, assist in building sustainable and continuous relationships with clients and provide solutions to inefficiencies in procedures. This position is given direction by the Operations Manager or General Manager and is an integral part of providing Service Beyond Analysis.

Responsibilities

• Reporting status of unbilled files and ensure invoicing projections are met
• Train Client Project Managers on how to adequately address client complaints
• Work with the Accounting team on facilitation of collections with clients
• Complete investigations and determine root causes for non-conformances pertaining to client services, administration, invoicing, shipping and logistics
• Review credit requests and investigate root cause for discrepancies
• Proactively seeking feedback from customers on their service experience and suggesting recommendations to improve client service interactions
• Remain current on all aspects of the department and explore value add opportunities
• Ability to delegate and mentor others in the team and hold them accountable for performance metrics using KPI’s
• Ensure routine operations of the client service department duties are met by:
• Develop annual manpower plan and review with Operations Manager/General Manager for budgetary planning each fiscal year
• Providing prompt and complete responses to all requests from clients, providing additional input for CSR inquiries
• Implement corrective actions and ensure closure to all client inquiries and concerns and ensure a satisfactory resolution
• Recommend and implement changes to policies and procedures as required for processes related to the Client Services Team, Administration, Invoicing, Shipping and Logistics
• Act as a liaison between Client Services and Operations/Laboratory/Sales/Quality Assurance Department
• Compile and track all client concerns
• Provide internal and external communication or liaison between labs, sales, operations and clients
• Assist in preparation of technical data and present information as needed
• Work with National Service Excellence Manager for implementing national harmonization initiatives
• Communicating with customers on escalated issues via phone, email or letter
• Monitoring progression of all client work and assist in development opportunities
• Work with Management to evaluate the operational systems of the client services group and facilitate continuous improvement
• Work with management on Client Services initiatives
• Aid in testing and initiation of client exports to ensure proper programming developments
• Hire, supervise, coach and mentor Client Services Team, Administration, Invoicing, Shipping and Logistics with thorough knowledge of Standard Operating Procedures
• All responsibilities as listed for Client Services Representative (CSR) and Senior Client Services Representative

Skills And Experience

• Patience; customer rapport building skills are essential
• Ability to work independently under pressure
• 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
• Previous Customer Service experience and team-oriented focus is essential
• High service orientation
• Reliable and self-motivated
• Minimum of 2 years related experience in supervisory role
• Effective problem solving skills
• Excellent organization and time management skills, with the ability to meet deadlines
• Minimum Diploma or Degree in Science or equivalent experience
• Minimum of 5 years related experience in a CSR role, or equivalent
• Ability to mentor others in the team

Work Environment

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

Why Work for AGAT?

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

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

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.

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