Executive- Customer Support

Purpose of Position

• Samples registration and test report preparation in LIMS as per the TAT.
• Keeping track of the due  dates of the samples and follow-up with the HODs for delivering the results well before the committed due dates. The position performs in line with the Bureau Veritas Quality Assurance System, including the BV Code of Ethics, the BV Group policy, NABL and NABET guidelines.

Ø Major Responsibilities

• Responsible for samples registration, test report preparation in LIMS , reports and invoice delivery as per the TAT
• Transferring all the client related issues to the laboratory and ensuring that the client issues are cleared in time so that it will not affect the payments
• Daily updating the Lab-manager about the sample registered, samples on –hold, reports& invoices dispatch publishing the daily status.
• Follow-up with the clients on the draft reports and ensure final reports are printed and invoices are made as per the TAT.
• Maintaining the information related to samples, customer communications, POs, Quotations, Copies of the test reports, invoices, analysis s raw data by filing the same in archival in the form of individual files.
• Coordination with the other departments for samples forwarding, getting the raw data, results entry in the LIMS and test reports approval form the QA.
• Updating the daily production tracker.                     

Ø Roles & Responsibilities for HSE

• Must comply the BV Cardinal Safety Rules in all situations.                                                                                       
• To comply company HSE requirements e.g. policies, Procedures, guidelines etc. and local legal requirements on HSE as applicable
• To take care of own health and safety as well as colleagues and others.    
• Immediate reporting of any shortcomings on HSE i.e. any incident, unsafe work practices / conditions to his/her immediate Line Managers.
• Sharing opportunities for improvement on HSE aspects.

Ø Criteria for Performance Evaluation (KPIs)

• Timely samples registration in LIMS as per the laboratory scope and contractual requirements.
• Test report preparation by complying with the applicable regulations e.g.. NABL.EIC, BIS, FSSAI etc   in LIMS as per the TAT and laboratory scope.
• Publishing Daily updates about: samples registered, samples on hold, test reports printing & dispatch as per the TAT.
• Error free sample registration and test report printing in LIMS.
• Collection and capturing the client feedback survey as per the plan
•  Ensure the clients get the reports and invoices in time. No complaints in this regard.
• Improving the LIMS utilization for the increase in the productivity.
• Follow HSE norms  and good  housekeeping in working area
• Maintain all  records as per quality systems guidelines
• Maintain good personal relationships and shall maintain office decorum
• One improvement / suggestion per month (Service, Deliverables, Cost reduction etc..)
• Adherence to environmental and safety policies of our organization

Qualification, Experience and Technical Knowledge

• Science Graduate or Equivalent degree holder.
• 2 - 5 years of experience as a Front Office or Customer Support from Food Laboratory.

Skills & Qualities:

• Client focused, customer service disposition.
• Good communication skills.
• Highly organized and self-motivated.
• Proactive
• Able to work under pressure
• Should be well versed with MS Office