Customer Support Technician

Job Summary

Responsible for the receipt of samples at the Service Centers (Depot). Work within the extended Customer Service
team to help maintain and grow Bureau Veritas’ market share with new and existing clients by providing exceptional
customer service.

Essential Duties and Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Greet all clients in a friendly, positive manner and assist with customer inquiries
• Receive all external client samples and fill out required fields on the Chain of Custody form
• Review the Chain of Custody for accuracy and ensure correct regulatory sampling criteria is counted for
• Unpack samples and organize them according to analytical requirements
• Ensure proper sample containers and preservatives are submitted according to analytical requirements
• Ensure client samples are entered into LIMS and approved in a timely manner according to sample holding time, test code, due date, and/or received date
• Ensure all required samples are redirected as required
• Coordinate with external providers such as courier services when required
• Communicate rushes and short holding times submissions to the main lab
• Prepare bottle orders requests and coordinate delivery of bottle orders
• Ensure accuracy of results and data entry
• Recognize routine and non-routine problems and escalate to the Supervisor
• Ensure supply inventories are maintained
• Proactively ensure overall satisfaction of regional client base including communication to project management and supervisor as appropriate
• Work closely with Business Development and Customer Service teams to grow Bureau Veritas’ market share with existing and new clients
• Adhere to Bureau Veritas Labs quality systems QA/QC, SOP's and external accreditation requirements
• Monitor/Calibrate the temperatures of fridges, thermometers and temperature guns
• Adhere to Bureau Veritas Labs safety policies and maintain health and safety equipment
• Conduct monthly health and safety inspections and report any irregularities
• Attend regular team meetings to share corporate and departmental information, and to communicate and share ideas
• Work in a team environment and demonstrate a positive approach
• Demonstrate refined problem solving, decision making and conflict resolution skills
• Ensure "Good Housekeeping" standards are met or exceeded
• Maintain training records and proficiency in all aspects of the role
• Obtain certification on Transport of Dangerous Goods regulations to ensure safe transportation and proper classification and labeling of chemicals
• Maintain facility equipment and contact maintenance when necessary
• Provide support to other related departments or areas as required (i.e. Sample Reception, Sample Entry, Bottle Prep)
• Other duties as required

Work Relationships

• Internal: Lab Operations, Business Development, Customer Service and Sample Logistics
• External: Clients

Required Skills

• Ability to communicate effectively and work collaboratively with Lab Operations, Business Development Managers and the Customer Service members.
• Excellent oral and written communication skills.
• Excellent interpersonal communication and computer skills (Microsoft Word, Excel, Outlook, etc.).
• Organized, detail-oriented, and focused.
• Ability to demonstrate superior problem solving skills.
• Energetic personality with a positive attitude that can work independently in a multi-tasking fast paced environment.
• Ability to engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments
• Represents the Bureau Veritas values and is at all times professional.
• Should be responsible, dedicated, and motivated.
• Ability to lift up to 40 pounds.

Required Competencies:

• Adaptability: Handles changing environment and adjusts to new tasks.
• Communication: Conveys information effectively and efficiently.
• Conflict Resolution: Identifies, addresses, and manages conflicts constructively.
• Integrity: Have strong moral principles and adheres to company rules and policies.
• Interpersonal Skills: Proper interactions with others and communicate effectively in direct interactions.
• Organizational Skills: Manages time and resources effectively to achieve the expected outcomes.
• Responsibility: Follows directives and maintains commitments.
• Teamwork: Collaborates effectively within the team.
• Time Management: Manages time productively and meets deadlines effectively.

Required Education & Experience

• A post-secondary degree in the Sciences, preferably chemistry or environmental related and/or equivalent experience
• Experience in a laboratory environment is considered an asset
• Strong computer skills (Microsoft Teams, Outlook, Excel, etc.)
• Knowledge on environmental regulatory guidelines
• Ability to lift up to 50 pounds
• Strong written and verbal communication skills
• Energetic and keen with a positive attitude, who thrives in a fast-paced environment where multi-tasking, prioritizing and adapting to change is required
• Ability to work independently as well as engage others when required in escalation of concerns to meet the client needs or to best manage client disappointments
• Excellent organizational skills and detailed oriented

Physical & Environmental Conditions

• Frequent interaction with external and internal clients in a fast-phased Service Centre
• Changing priorities and balancing workload to meet strict deadlines
• Lifting and carrying up to 50 lbs.
• May involve long periods of standing
• Handling of samples using established safety procedures