Client Services Manager - AGAT Laboratories
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|Job Title:||Client Services Manager|
AGAT Laboratories is a full-service laboratory with locations across Canada as well as internationally. We are the most diversified laboratory in Canada and 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.
Responsibilities:Provide prompt and complete responses to phone calls, e-mails, faxed requests from Clients and AGAT Branch Offices regarding: o Work in Progress o Analysis Required on Samples o Billing Information for LIMS o Collecting Samples. o Filling Customers orders o Ensuring Turn Around Time for Sample Analysis o Responses to the Client or Branch Office will be completed through Telephone, e-mail, or fax.
Coordination of "Rush" analysis into the respective Lab(s) through communication with to the Respective Lab Manager.
Provide internal and external communication or liaison between: o Client and Laboratory Operations o Laboratory Operations and Branch Offices o Laboratory Operations and Technical Service Representatives o Laboratory Operations and Logistical Control o The intention of all communications is to build rapport with the clients. All communications should be documented in electronic journal form.
Provide Data Management on LIMS Client Master Database. This includes the following operations: o Updating Client Master Files from or with information collected from the Branch o Offices, Technical Sales Representatives, and Clients. o Reviewing CMF Bids sent in from Branch Offices and Technical Service Representatives.
Provide reviews and reporting on the following Administration Operations: o Customer Service Reviews. o Review of Job Files for pricing discrepancies and credit.
Provide Project Management for assigned clients, which may include: o Scheduling for collecting samples and field data. o Logistics of getting samples to the lab. o Ensuring samples are run through the lab to meet target dates. o Providing Summary reports in the form of spreadsheets or documents. o Providing technical calculations and reports for submission to the client. o Overall, ensure full turnkey service.
Supervising of Client Services Team, Administration and Logistics
Mentoring of new employees
Assist Company Management as required.
Experience and Qualifications
Qualifications:Science diploma or degree
Proficient computer skills (Outlook and Microsoft Office)
Positive attitude and outlook
Excellent communication skills both verbal and written
Ability to work with minimal supervision
Ability to mentor others in the team
Excellent organization and time management skills
Attention to detail
Enjoy working with people
Knowledge of AGAT operations considered an asset