Position Summary

Develop and maintain productive client relationships on behalf of the business ensuring total client satisfaction for all aspects of assigned customer service.

Dedicated advocate to client, acting as their guide in every interaction with the business.

Meeting client and vendor submission requirements, quality assurance needs, and submission processing from the sample process through test report development and distribution.

Problem resolution for any client issues with the aim of ensuring complete client satisfaction, improving client relations, ensuring venture outreach to secure business and generate repeat sales.

Objective

Provide proactive customer service and expertise to clients and internal operations by identifying and resolving submission issues, along with providing timely and accurate information to both internal and external clients that meet or exceed their expectations. Serve as direct link between clients and the lab, technical and business development/service delivery staff by providing them with submission, and pricing information that is accurate, prompt and delivered in a professional manner.

Major Roles & Responsibilities

Client Service

• Develop and maintain productive client relationships through professional service and effective communication to BVCPS clients.

• Support Back Office with administrative assistance by identifying and resolving submission issues, ensuring Test Request Form data is entered into systems accurately and providing program training and feedback where needed.

• Running reports utilizing BV systems for data mining, previous submission analysis, Monthly Client submissions, program summaries, etc.

• Process paperwork for all facets of submissions; including, but not limited to: revisions and invoice credits, quotations, sample returns, revised Test Request Forms, Test Sample Receipts, updated submission packets and labels.

• Interact with Operations’ Managers and Supervisors on a daily basis. Organize on-going discussions to develop process for adherence to standards and quality in accordance with internal Bureau Veritas requirements.

• Ensure day-to-day client requests, submissions, problems, issues and complaints are handled efficiently and professionally.

• Ensure accurate and complete delivery of services within defined turnaround times, including sample process questions and follow up.

• Interact with technical staff to provide submission information to our clients.

• Present results to clients verbally as necessary (pass results only)

• Ensure communication with client is documented and provided to process sample submissions through lab.

• Monitor on hold / and active CS follow up (ACSF) submissions and ensure that they are followed up on a timely manner.

• Communicate with internal and Back Office staff on administrative changes to client requirements (i.e. manuals, PAID, general procedures, etc.)

• Communicate significant client issues that do not meet expectations to Operations, Business Development/Service Delivery team for engagement. Make educated decisions on resolution based on this engagement.

• Communicates directly with labs, technical staff, business development/service delivery staff, and collections staff relating to follow-up on client requests. Takes needed steps to address and resolve disputes for the client.

• Support service delivery/business development and local operations by building rapport with clients through participation in client meetings, site/lab tours, and prepare customer presentations

• Work with service delivery/business development and Buffalo Operations to ensure customer visit expectations are met.

• Identify and communicate any risk or opportunities based on review of the health of the client.

• Analyze data comparisons to standardize and improve the efficiency and effectiveness of client programs with continual improvement.

• Utilize knowledge of client non-technical program requirements to benchmark programs against other clients.

• Work with the department Supervisor/ Manager regarding departmental systems, processes and recommendations for improvements.

• Adhere to the requirements of the BVCPS Quality System and assist with the implementation and maintenance of the department quality system.

• Monitor and analyze client performance including, but not limited to TET, TAT and Hold/ACSF status and highlight areas for improvement to increase efficiency and effectiveness.

• Lead client outreach initiatives to further develop client relationships and recommendations for continuous service improvement

• Follow the guidelines set forth in the Bureau Veritas Consumer Products Services, Inc Quality, Health, Safety, Security and Environmental policies and procedures.

• Comply with Bureau Veritas Consumer Products Services, Inc management systems in accordance with ISO 17025, ISO 9001, ISO 14001, ISO 45001.

• Other duties as assigned by Supervisor/Manager.

Quality Assurance

• Ensure all work is done according to standards, errors are addressed through formal Corrective Action Requests, and all policies and procedures are adhered to as outlined in the “Consumer Products Division Quality Manual.”

• Support quality and audit initiatives as directed and scheduled by CPS Division Quality, ensuring compliance to ISO 17025 Laboratory Accreditation as well as ISO 9001:2000 Quality System

• Implement quality revisions and systems and procedures as agreed to with CPS Quality

• Monitor test reports on a continual basis, ensuring accuracy, completeness, and compliance to Client Program specifications

• Other duties as assigned by Supervisor/Manager

Key Performance Indicators & Metrics (Criteria for Performance Evaluation )

KPI’s for this role will be determined as part of the annual PMP process, but could include

:

• Meeting financial goals and objectives.

• Meeting established turnaround time expectations for services rendered.

• Achieving report accuracy and quality standards.

• Ensuring client satisfaction.

• Achieving and maintaining compliance with policies, procedures and ethics requirements.

• Contribute to achieve customer satisfaction to meet or exceed their expectations measured by responsiveness.

• Ensure complaints and praises are documented and follow-up with the customer as needed.

• Contribute to meeting KPI’s (< 5%) relating to number of samples on hold /active CS follow up (ACSF)and amount of time spent (< 30 days) on hold or active CS follow up.

• Contribute to meeting quotation KPI (3 day TAT.)

• Contribute to achieve overall Lab turnaround time metrics.

• Contribute and support meeting outreach initiative deadlines.

• Track performance for key clients (TET, TAT, Hold/ACSF status.)

• Proficient knowledge of MS Office.

Knowledge, Skills, Abilities

• Leadership and motivational ability, as well the ability to be proactive in anticipating and dealing with opportunities and problems.

• Client interaction skills: Demonstrated ability to work with customers, determine their requirements, maintain new business, foster relationships, define and assist in solving problems, and generally ensure their total satisfaction with BV.

• Problem solving skills including the ability to lead groups of diverse people through a problem solving process.

• The ability to organize and prioritize daily activities and workload in an ever evolving, resource constrained environment.

• Effective oral and written communications skills including the ability to deliver presentations to in-house and client/vendor audiences.

• Strong skills as a team leader and ability to work well with peers.

Experience and Educational Background Required:

• high school degree or GED equivalent

• 2 years of related experience

• Business to Business experience preferred

• An equivalent combination of education and experience in lieu of degree

Compensation Range: $18-$19 an hour (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).