Client Services Supervisor – ALS Environmental

Job content

ALS provides a broad range of testing and analytical services to a wide variety of end markets and industries around the globe. We continue to remain a leader in the testing services industry and have established a distinguished reputation for providing best in class results and client services.

About the Position:
Reporting to the Regional Manager, this role is responsible for the overall operation of the Yellowknife location as well as the supervision of the local service staff. The role is also responsible for all client service areas within the facility including; client account management, sample receipt, and login & shipping services. This is a key position that assists the Regional Manager in the overall operation of the location with respect to sales, customer relationships and client services.

Specific Responsibilities:
Client Services

• Provide logistics service advice to clients to assist them in meeting project or regulatory objectives;
• Act as Project Manager directly for specific client accounts;
• Coordinates the preparation of sampling supplies for client orders;
• Ensures the service provided meets and exceeds client expectations;
• Coordinate pickup and delivery of supplies/materials for clients;
• Input receipt and shipping information, waybills, etc. of shipments into the ALS Laboratory information management system.

Staff Supervision and Operations

• Meets with staff on a continual basis to review the status of laboratory and ensure goals and objectives are being met;
• Ensures the required turnaround time for samples is achieved and maintained whilst ensuring that the highest quality of results for clients;
• Foster a team environment;
• Other duties as assigned by the Manager.

Business Development and Client Retention

• Provide information to clients on branch services, contacts and capabilities, etc., as required;
• Meet with/visit local area clients at a specified frequency to provide service support;
• Involved with the implementation of local business strategies (product positioning, key clients/markets and pricing);
• Develop business relationships with clients in conjunction with Management and Sales;
• Coordinate and participate in client visits as well as participate in industry and ALS organized events and organizations on behalf of ALS.

Quality

• Fosters a working environment that ensures quality targets are met or exceeded;
• Ensures root cause investigations are properly conducted for corrective actions and solutions are effective;
• Use correct methods in accordance with the established procedures and schedules while ensuring analytical quality.

Financial

• Ensuring that the lab is controlling costs as much as possible in order to achieve EBIT targets;
• Manage local purchasing and order of supplies and inventory for both including approval of purchase MEOL requests.

Safety

• Ensures an OHS&E system is in place within all aspects of the business;
• Complies with all internal systems and procedures of the Company;
• Carry out the role as the local Safety First Aide representative;
• Observe established safety regulations and comply with all ALS health and safety policies and procedures.

Human Resources & Corporate Compliance

• Assign with or carry out the required functions of ALS’s human resource programs as it relates to staff development and performance, and corporate compliance programs.

Required Knowledge, Skills & Abilities:

• Strong organizational skills;
• Ability to work independently as well as part of a team
• Ability to work in a fast paced environment
• A strong customer service focus;
• Excellent time management skills;
• Proven leadership ability;
• Excellent communication skills, written and verbal;
• Experience in training staff an asset;
• Strong Microsoft Office Suite skills.

Required Qualifications:

• Completion of post-secondary education (degree, certificate or diploma) in Science or a related discipline;
• Minimum 5 years work experience in the customer service and or sales industry;
• Minimum of 1 to 2 years leadership or supervision experience;
• First Aid Certificate or the ability to obtain one (preferred);
• Valid Provincial Class 5 driver’s license with clean driving history (abstract required).

Physical Demands:

• Able to lift 30lbs and carry for short distances;
• Ability to drive and travel to visit local clients on a regular basis (up to 5% of the time);
• Ability to travel (within province) occasionally (up to 5% of time);
• Manual dexterity to perform intricate and/or repetitive tasks;
• Wear issued personal protective equipment (PPE) such as dust masks, gloves etc., when required;
• Ability to stand for a full shift;
• Ability to sit at a desk and do general office work, which includes periodic sedentary responsibilities;
• You may be exposed to unpleasant odours.

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ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the different strengths and perspectives of each employee are both recognized and valued. We therefore encourage applications from all individuals; particularly women, First Nations, people with disabilities and visible minorities.

ALS also welcomes applications from people with all levels of ability. Accommodations are available on request for candidates taking part in all aspects of the selection process.