Customer Service Data Specialist

POSITION PROFILE

Job Title:                             Customer Service Data Specialist

Reports to (title):               Customer Service Manager

Department:                       Customer Service

Basic Purpose:   What is the overall function of the job? 

• The Customer Service Data Specialist is the main point of contact and resource to management, employees and clients to develop, optimize and deliver data to customers in various digital formats.  The ideal candidate will also troubleshoot and be responsible for LIMS data extractions, provide customized reports, create test codes and administrate the petroleum portal. 

Key Accountability/Responsibilities:   What specifically is this job expected to accomplish? 

• Work with various customers and 3rd party data handlers to ensure reported results are delivered correctly on time and in the appropriate format, including both manual and automated data pushes
• Support the Customer Service Team to ensure business continuity
• Work with CS Leadership Staff to determine business priorities
• Lead/execute the troubleshooting of challenging LIMS scenarios with Customer Service and Operations
• Cross train on support activities within Customer Service, as assigned
• Provide support for Customer Service Team regarding data delivery, such as creating files and delivery to customers
• Maintain, edit or update databases such as LIMS for Customer Service and Operations Staff (the LIMS Superuser)
• Support all activities for evaluating and providing data delivery solutions for customers (includes creating PDF’s, CSVs, FTPs, XML’s, etc. or widgets based on large data pulls)
• Act as a point of contact for outside groups, such as IT, to the Customer Service Team
• Complete and comment on Test Plans as required by LIMS Support Group
• Act as the main contact for Petroleum Customer Portal set up and maintenance
• Collaborate with Lab Operations, Sales and Customer Service regarding data solutions or queries for data
• Collaborate with IT development groups on LPR’s (LIMS Programming Requests)
• Adheres to Bureau Veritas Code of Ethics Policy
• Supports and complies with all Bureau Veritas policies, Quality System and Health & Safety program
• Participates, when requested, in discussions with customers relating to data delivery needs
• Participates, when requested, in internal and external audits
• All other responsibilities as assigned

Skills and Knowledge:  What skills and knowledge are used to carry out job responsibilities and solve problems?

• Post-Secondary Education in related field or equivalent work experience
• Strong knowledge of computers (Microsoft Suite, LIMS, Freshdesk, and invoicing platforms)
• Strong knowledge of programs such as VBa Programming, power BI, XML files
• Exercise judgment within generally defined practices and policies to obtain business solutions
• Basic understanding of laboratory environment is considered an asset
• Ability to communicate effectively and work with Customers directly on applicable requests
• Ability to communicate effectively and work collaboratively with lab operations, Business Development Managers and Customer Service Team members
• Good time management, multi-tasking and priority setting skills
• Strong verbal and written communication skills
• Organized, detail-oriented and focused
• Ability to work independently as well as engage others when required in the escalation of concerns
• Represents the Bureau Veritas Values and is at all times professional

Work Relationships

Internal: Laboratory Operations, Customer Service, Information/Technology and Sales

External: Clients, 3rd party data handlers

Working Conditions:  physical work environment, physical effort, visual and listening attention, and travel

• High level of work production in fast-paced lab environment
• Flexible working hours including overtime
• Changing priorities and balancing workload to meet tight deadlines
• Some lifting and carrying (up to 40 lbs) and may involve long periods of standing
• Hazardous materials are handled using established safety procedures and appropriate equipment