ALS provides a broad range of testing and analytical services to a wide variety of end markets and industries around the globe. We continue to remain a leader in the testing services industry and have established a distinguished reputation for providing best in class results and client services.

Location: ALS Environmental, Burnaby

Reports to: Client Services Manager

About the Position
The successful candidate will work as part of a Project Management Team focused primarily on facilitating communications between ALS and the client.

There are three primary objectives of this role as follows:
1. to optimize customer satisfaction, trust and relationship through excellent proactive communication, and the facilitation of technical support
2. to ensure that project scope aligns with the project delivery
3. to maximize the ALS share of work from the client via successful execution of the above objectives

Specific Responsibilities

• Coordinate all cash client submissions and other small client accounts and profiles as designated by the Senior Project Manager and/or the Client Services Manager;
• If in a team, provide assistance to the Senior Project Manager in managing the teams client portfolio;
• Provide service advice to clients to assist them in meeting project or regulatory objectives at the direction of the Senior Project Manager and/or Client Services Manager;
• Prepare quotations for ALS services and follow up with clients within 24 hours of delivery;
• Ensure that all client calls are returned as soon as possible after receipt;
• Help to coordinate or prepare sample bottle requests;
• Maintain and update client information;
• Answer incoming technical queries or forward to an appropriate ALS manager as required;
• Coordinate client sample submissions/requests;
• Review selected chain of custody/analytical request forms received in login on an as required basis;
• Track client projects on the LIMS system and provide status updates when requested, proactively calling to advise clients of any anticipated delays;
• Issue rechecks for work submitted;
• Outside of routine business hours, for special projects/submissions, and for amended files, ensure timely completion and transmission of final and/or draft client reports;
• Organize data and invoicing revisions when required;
• Provide direction, information and specifics on client samples and projects to appropriate laboratory, sample management and office services staff;
• Maintain communication with laboratory staff on general lab turnaround times and relay appropriate information to clients;
• Communicate any special client requests to staff;
• Be familiar with appropriate environmental regulations;
• Provide information to clients on branch services, capabilities, qualifications, turnaround times, etc., as required;
• Support other members of the Client Services team in relation to client requests;
• Participate in rotating on-call schedule for after-hours client support.
• Use correct methods in accordance with the established procedures and schedules while ensuring analytical quality;
• Observe established safety regulations and comply with all ALS health and safety policies and procedures;
• Other duties as assigned.

Required Knowledge, Skills & Abilities

• Excellent customer service and communication skills (in English);
• Strong interpersonal skills;
• Positive and energetic outlook including a proactive approach;
• Demonstrated time management skills;
• Teamwork including good relationships with front end and laboratory operations
• Proven ability to work under pressure;
• Organized, detailed oriented and able to work independently;
• Strong computer skills.

Required Qualifications

• Recognized BSc. or Technical Diploma in Chemistry, or related discipline is required;
• Minimum 1 year of experience in Environmental Chemistry or related field preferred.
• Minimum 1 year client service or sales experience preferred.

Physical Demands

• Manual dexterity to perform intricate and/or repetitive tasks;
• Ability to sit at a desk and do general office work, which includes periodic sedentary responsibilities;
• Ability to stand for a full shift;
• Please note that ALS operates 24/7 and will require day, afternoon, and graveyard shift work including weekends.

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the different strengths and perspectives of each employee are both recognized and valued. We therefore encourage applications from all individuals; particularly women, First Nations, people with disabilities and visible minorities.

ALS also welcomes applications from people with all levels of ability. Accommodations are available on request for candidates taking part in all aspects of the selection process.


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