Customer Service Supervisor (ATLANTIC)

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you!

Imagine being surrounded by the brightest minds in the industry.

Bureau Veritas is looking for a

CUSTOMER SERVICE SUPERVISOR (ATLANTIC)

This is a Full-Time position with Medical Benefits and Retirement Savings Plan

We are seeking an experienced Customer Service Supervisor with analytical expertise in the environmental sector. Knowledge pertaining to Atlantic and Canadian environmental regulations is required. This position is based in Bedford, Nova Scotia

As a CUSTOMER SERVICE SUPERVISOR, your responsibilities are:

Job Specific Responsibilities – Leadership:

• Provide support for situational activities of Key Account Specialists, Project Managers, Project Manager Assistant, Delivery Driver and Shipping & Receiving
• Lead and manage the systemic effectiveness of the Customer Experience Team
• Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness, including running monthly KPI stat reports for each team
• Monitor and evaluate functional performance of team members, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise
• Provide clear direction, coaching and support to team members to ensure efficient, effective and professional client interactions with internal/external customers
• Complete daily check-in with applicable team members
• Provide support as point of escalation for stalled situational issues
• Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement.
• Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner
• Monitor and ensure the teams Compliant Pro readings and training requirements are up to date.
• Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations
• Initiate LPRs for process improvement and complete test plans as assigned.
• Develop and implement training programs to support CET competency development, team bench strength and succession planning
• Develop and implement onboarding program to support successful integration into team.
• Approve timesheets and coordinate/approve team vacation requests
• Approve internal and external subcontract invoices.
• Complete formal team performance reviews: quarterly and annually
• Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations
• Monitor and manage daily summaries and reports as required including workload backlog summaries and shipping summaries.
• Support Digital Solution team in Customer Portal support, Client set up, online prepayment system and CET usage and promotion to Bureau Veritas client base.
• Participate in annual departmental budgeting process and provide recommendations
• Ensure adherence to BV’s quality systems QA/QC, SOP's and external accreditation requirements.
• Ensure BV’s safety policies are communicated and adhered to by all staff.
• Responsible for ensuring "Good Housekeeping" standards are met or exceeded. 
• Other duties as assigned.

Job Specific Responsibilities – Project Management

• Responsible for developing strong client relationships through top notch customer service
• Acts as the key liaison between the clients, laboratory and BV’s Management to ensure overall satisfaction which is critical for the development of a loyal client base.
• Responsible for effective daily service, satisfaction and maintenance of client accounts;
• Responds for all client communications (telephone or email) and redirect communications to team members as required;
• Provide clients with technical support on their varied sampling projects;
• Provide consultation, recommendations, data interpretation and other technical assistance to clients;
• Remains current on the interpretation and application environmental regulations;
• Documents and ensures closure to all client complaints, corrective action requests (CARs);
• Stay current with all methods, corrective action requests (CARs) and management of change (MOCs) via the various reporting tools of the QSI and CMR databases;
• Actively participates with the business development team in the development and execution of the regional sales strategies; including new account identification, tailoring services to meet client needs, and regular account reviews.
• Work in conjunction with clients to coordinate all related project requirements;
• Facilitate communication between clients and other laboratory departments;
• Coordinate reports, data, billings and client requests;
• Assist with the preparation of correspondence and reports for technical analytical data review, marketing information, and other related documentation;
• Work with accounting staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed;
• Ensure Quality Standards are maintained;

• Other duties as assigned

You are the ideal CUSTOMER SERVICE SUPERVISOR if:

• You have a B.Sc. or equivalent with at least (5-7) years’ experience in the environmental industry;
• You have at least 3 years of Team Leader or Supervisory experience
• You have strong, demonstrated leadership skills and experience.
• You have the ability to coach, mentor and motivate CET members
• You must have basic chemistry knowledge for application in a laboratory setting;
• You have the ability to communicate effectively and work collaboratively with lab operations, business develop and the CET members.
• You have excellent oral and written communication skills in English (French is an asset);
• You have  excellent computer skills;
• You have excellent interpersonal communication;
• You must be organized, detail-oriented, and focused;
• You must have superior multitasking skills and ability to work under pressure;
• You must be able to work independently;
• You represent the BV Values and is at all times professional;
• You act as role model to junior staff;
• You should be responsible, dedicated, and motivated.

Bureau Veritas is a world leader in testing, inspection and certification services.

When we look at Bureau Veritas, we want to see a reflection of the communities in which we work.  Inclusion is about actively involving every employee’s ideas, knowledge, perspectives, approaches and styles to maximize business success.  Inclusion is about attracting new talent who will bring more diversity to our workforce, with differences in culture, professional backgrounds and beliefs.

Our purpose: shaping a world of trust.

Guaranteeing quality, ensuring Health and Safety, mitigating risks and improving performance as well as environmental protection and social responsibility … This is what Bureau Veritas is about, truly believing that it contributes to bettering society. 

Blending performance & integrity, with ambition & humility, responsibility & openness, we are proud that our people leave a mark on what they do.

We respect our people and believe in our talents. 

We empower them to leave their mark, working as a team for the benefit of our 400,000 clients across 140 countries.

We believe that leaving a mark is a true challenge and opportunity for every one of us, a sign of trust and impact, a bond with the future, a proof of growth and development. 

Being part of the BV family, is more than just working, it’s being convinced that you will Leave your mark…. in shaping a world of trust.

Join our talented community of scientists and experts and apply today at https://www.bvna.com/careers

Bureau Veritas Labs is an equal opportunity employer.  We are committed to an inclusive, barrier-free recruitment and selection process and work environment.  If you are contacted for a job opportunity, please advise Human Resources of any accommodations that are required.  Any information received relating to accommodations will be treated as confidential.

Shaping a World of Trust

#LI-DNP