Client Services Manager

AGAT Laboratories - Dartmouth, NS (30+ days ago)

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AGAT Laboratories is a full-service laboratory with locations across Canada. 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.

This full-time, permanent position is based in our Environmental laboratory facility in Dartmouth, NS.

As the Client Services Manager, you will lead a team responsible for building and maintaining strong relationships with our clients. You possess excellent client service skills and the ability to multitask and work under pressure. You are the first-line of communication between our clients and our laboratories. As a senior member of our team, you will train, coach and mentor our client services team on delivery of exceptional customer experience.

Your duties will include:

  • Develop annual manpower plan and review with Operations Manager/GM
  • Ability to delegate and mentor team members to meet performance using KPI’s
  • Provide prompt and complete responses to all requests from clients
  • Facilitate communication between Lab operations and other departments
  • Provide internal and external communication or liaison between labs, sales, operations and clients
  • Hire, supervise, coach and mentor Client Services Team, Shipping, and Logistics
  • Monitor progression of all client works and assist in business development opportunities
  • Document and ensure closure to all client concerns
  • Participate in project kick-off meetings as required, to discuss courier logistics, sampling requirements, and reporting expectations
  • Recommend and implement changes to policies and procedures as required
  • Assist in preparation of technical data and present information as needed
  • Monitor the teams efforts to proactively seek feedback from customers on their service experience
  • Strive to employ AGAT’s mission statement of “Service Beyond Analysis”

Qualifications:

  • Bachelor’s Degree
  • Previous Industry knowledge and experience required; a minimum of five (5) years in environmental services is preferred
  • Experience in a mentorship capacity
  • Customer Service Experience
  • Excellent written and verbal communication
  • Excellent computer skills; knowledgeable with Microsoft Office Suite, able to learn lab information systems
  • Must be organized and able to multi-task; can successfully deliver on multiple deadlines
  • Excellent time-management
  • Willing to work as part of a team

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

AGAT Laboratories is committed to an inclusive, barrier-free selection process and work environment. If contacted for a job opportunity or testing, please advise the hiring manager of the accommodation measures required to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Thank you for your interest in AGAT Laboratories.

Job Types: Full-time, Permanent

Experience:

  • environmental industry: 2 years (Required)

Education:

  • Bachelor's Degree (Required)

Location:

  • Dartmouth, NS (Preferred)