Client Services Manager, Eastern Canada

At ALS, we encourage you to dream big.

When you join us, you'll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future. 

About the Position

This position plays a key role in delivering the ALS value proposition across Eastern Canada by ensuring a consistently high level of client service. The Client Services Manager serves as the primary point of contact for key clients, overseeing responses to inquiries, providing guidance on samples, products, and pricing, and proactively addressing and resolving client concerns. The role also supports clients in the effective use of ALS's proprietary online Laboratory Information Management System (LIMS), helping to strengthen client relationships and enhance the overall customer experience.

Specific Responsibilities

• Manage and support a team of Account Managers within ECAN including, but not limited to, training, timekeeping performance management and ongoing development.

• Responsible for all aspects of client service outreach including, calling, emailing and visiting clients.

• Act as a client advocate within ALS, tracking turn-around time, client priorities and RUSH work completion.

• Assist with client onboarding and monitor client work order outliers to ensure a positive client experience.

• Ensuring LIMS system is updated with current client transactions including linking global accounts.

• Update and liaise with internal departments with respect to client information, requirements and inquiries.

• Provide excellent client service by ensuring proactive and effective communication is maintained with clients when issues/complaints arise.

• Attend and chair client meetings (internal and external) and chair weekly team meetings/one on ones;

• Liaise with other departments as necessary to ensure the timely follow up and resolution on any identified issues either external or internal;

• Manage all client complaints both internal and external;

• Prepare and distribute quotations for clients and manage large regional clients; as required.

• Present in Weekly Operations meetings the ECAN outlook and sample flow;

• Maintain client information and requirements in the appropriate information system (GEMS, cpt's etc).

• Attend trade shows as required and assist with planning client appreciation events.

• Assist with annual marketing quotation renewals and track client workflow.

• Keeping all ECAN documents updated.

• Promote interdivisional communication by supporting internal clients with inquiries.

• Provide support to Eastern Canada Operations Laboratories.

• Conduct client tours and presentations as required.

• Provide Webtrieve demos, as required.

• Other duties as assigned.

Required Knowledge, Skills & Abilities

• Excellent English communication skills, both written and verbal;

• Francophone preferred;

• Strong customer service focus, interpersonal and organizational abilities;

• Demonstrated judgement, creativity, integrity and ability to problem solve;

• Strong team orientation as well as the ability to respond flexibly to changing demands;

• Advanced computer skills including MS Word, MS Excel, PowerPoint and Outlook;

• Ability to effectively handle escalations and time critical issues.

Required Qualifications

• Completion of a recognized diploma or university degree, preferably in Geological or Chemical Sciences;

• Previous customer service or office administration experience required;

• Management experience an asset, but not required;

• Work experience in mineral exploration or laboratory setting.

Physical Demands

• Ability to sit at a desk and do general office work, which includes periodic sedentary responsibilities

• Ability to use and view a computer screen for up to 8 hours per day;

• Ability to communicate via telephone and e-mail without assistance.

Our Benefits Include

• An estimated annual salary of $85,000 CAD at the time of posting. Individual compensation is determined by factors such as job-related skills, relevant experience, education and/or training.

• Comprehensive benefit package specific to your work status (including extended medical, dental, and vision coverage, access to company perks, life and disability insurance, retirement plan with company match, employee assistance and wellness programs)

• Additional vacation days for years of service

• Business support for education or training after 9 months with the company

• Learning & development opportunities (unlimited access to e-learnings and more)

Please note: Benefits vary based on employee status.

Working at ALS

The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.

Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence. 

At ALS, you'll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us. 

We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.

ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request. 

Eligibility
To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.

How to apply
Please apply on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.