Supervisor I, HBHF - Buffalo, NY

Purpose of Position

Responsibility for ensuring total client satisfaction for all aspects of the assigned testing and/or client services operations in accordance with applicable standards, as well as BV-CPS quality requirements. Supervise/direct a staff dedicated to meeting or exceeding client/vendor testing and quality assurance needs in a timely and accurate manner, and providing proactive assistance by identifying and resolving issues. 

Objectives

To supervise the HBHF (Health & Beauty, Household Chemical, & Food) department, to provide timely, accurate, prompt and professional services to our internal and external clients that meet or exceed their expectations.

Major Roles & Responsibilities

• Offer problem resolution, as applicable, for any client issues identified, highlighted or questioned with the aim of enhancing client satisfaction and improving client relations.
• Monitor and address staffing needs and issues, prioritizing workload to ensure turnaround times and client expectations are met.
• Assist management with the new hire process.
• Work with other department leadership to provide feedback to site leaders regarding departmental systems, processes and recommendations for improvements and cost savings to achieve site wide goals. 
• Ensure staff growth and development, including performance evaluation, goal setting, and proper training.
• Assist employees in correcting performance issues through coaching, counselling and performance improvement plan.
• Ensure that CARs/PARs are closed out in a timely manner.
• Ensure adherence to and implementation of the guidelines set forth in the BV-CPS Quality Manual as well as maintenance of the quality system.
• Monitor the work environment for safety hazards and promptly recommend or take action to address any and all concerns in accordance with location safety procedures.
• Support business development/service delivery and build rapport with clients through participation in client meetings, technical/educational lab tours, prepare client presentations and participate in seminars.
• Ensure accurate and prompt client service, including but not limited to technical inquiries, program requirements, pricing, capability, holds and reporting
• Provide customer account information to Business Development/Service Delivery Team to minimize risk, maximize opportunities, achieve sales goals. 
• Communicate significant client issues for resolution, and monitor sales and submissions to track client satisfaction.Monitor processes and track KPI’s for department (revisions/credits, holds, cancels, etc.), and report, address and put corrective actions in place to resolve issues within and outside of the department.
• Work in conjunction with staff to develop and maintain testing expertise in domestic and foreign standards, regulations and client specifications, ensuring test procedures and methods are being followed.
• Review data for accuracy and thoroughness, and sign technical reports, as required.
• Conduct verbal communications to clients regarding technical issues.
• Responsible for ensuring equipment and instrumentation is maintained and calibrated.
• Identify, troubleshoot and resolve technical issues, as required.
• Perform specialized testing/reporting and method development, as required.
• Ensure BV proprietary databases are updated on a daily basis.
• Assist with research and developing new testing services / capabilities as directed by lab manager.
• Represent the company on technical committees and department during audits.
• 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. 

Key Performance Indicators & Metrics

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

• Meet financial goal and objectives
• Meet established turnaround time expectations for services rendered
• Achieve report accuracy standards including yield goals
• Ensure client satisfaction  
• Achieve and maintain compliance with policies, procedures and ethics requirements
• Maintain workplace safety

Knowledge, Skills, Abilities

• Strong written and verbal communications and interpersonal skills
• Excellent organizational skills to organize / prioritize individual and team workload to meet or exceed deadlines
• Ability to juggle multiple tasks and changing priorities in a very busy environment
• Strong analytical / problem solving / process improvement skills
• Strong leadership skills to supervise diverse areas and staff
• Strong knowledge of products testing from laboratory perspective and/or excellent practical knowledge of testing in the area being supervised, as required
• Proficiency with Word, Excel & PowerPoint
• Attention to detail
• Strong technical aptitude and/or broad technical knowledge in various areas

Experience and Educational Background Required for the Job

Supervisor I:

• 4 year technical degree with 2 years industry related experience and 2 years leadership experience

Compensation Range: $75,000 - $85,000 (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).