Customer Support Representative

Overview

Element has an opportunity for a Customer Support Representative to join our growing team in Fort Saint John. This is a great opportunity to develop your career within a Global TIC business.

Our Customer Support/Project Management team are a group of customer focused professionals who are the voice of the customer within our laboratories. Each representative has a list of dedicated customers they work with to ensure we deliver excellent customer service from all our locations. Our highly engaged teams work across groups to ensure we meet deadlines and maintain accuracy on customer projects. We have the technical understanding to be able to advise customers on testing needs and review and approve data. Our unique approach to service offers the opportunity to build relationships with customers, grow our business organically and develop leadership skills. Partnering with sales and operations groups we offer a market leading, customer centric approach of doing business which makes Element stand out.

Responsibilities

• Take client calls and satisfy client requests, including but not limited to requests for:
• Reports by e-mail or fax-Additional analysis, Repeat analysis, Change of analysis, Method references, Method performance, Sample testing status, Account status, Invoice status, Sampling information, Pricing, Test availability, Missing samples / data, Information sheets, and Bottle orders
• Contact clients to resolve issues including but not limited to:
• Missing sample information, Verification of analysis request, Insufficient sample volume, Inappropriate sample preservation, Agreement verification, Repeat analysis notification, Billing, and New clients
• Other responsibilities include:
• Accept and monitor rush samples
• Monitor TAT and inform technicians of approaching due dates
• Create new clients in LIMS and un-expire agreements
• Manage sublet reports and issuance to client
• Create and distribute notification of amended report document and make appropriate notes in LIMS
• Maintain good housekeeping at all times to ensure a clean and safe work environment
• Follow the Quality System as documented in the Quality Manual
• General duties as directed by the team leader or lab manager
• Login samples into the Element LIMS system
• Communicate with the client for any reason including but not limited to the sample, results or report and account information.
• Monitor turn around time (TAT)
• Strict adherence to the corporate Quality System
• Perform standard operating procedures as documented
• Maintain a clean and safe work environment; comply with all rules and responsibilities as outlined under the corporate Health and Safety Policy
• Work with trainees until approval of trainees demonstrated competence is documented
• Maintain training records, resumes and CVs
• Seek out their direct supervisor if they are unsure of any job duties or tasks as per the structure

Skills / Qualifications

• A science background and education is preferred
• Experience in a laboratory would be an assest
• Relevant experience within an office environment would be advantageous
• Highly motivated and organized individual with a flexible approach to work
• Excellent attention to detail
• Ability to work independently
• Ability to work well under pressure and meet tight deadlines without compromising the quality of work or safety

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Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

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