Client Services Administrator

Location

Sudbury, ON | Canada

Job description

AGAT Laboratories is a full-service laboratory with locations across Canada. We are the most diversified laboratory in Canada. Our scientists are highly-skilled and specialized in the fields of biochemistry, chemistry, microbiology, geology, engineering and other specialty services. With a broad range of staff experience and state-of-the-art instrumentation, we provide cross-analytical solutions for the  Environmental, Energy, Mining, Transportation, Industrial, Agri-food  and  Life Sciences  sectors.

The Client Services Administrator (CSA) assists the Client Services Team with customer support and administrative tasks. This job requires a patient and stable work style and consistency in dealing with repetitive routine tasks. The job demands a cooperative, agreeable and sympathetic listener who gets along with both members of the team and clients, and enjoys being helpful to them. A customer service, team-oriented focus is of utmost importance. The job requires attention to the details of work, handling them with better-than-average accuracy and with careful attention to the quality of the work. The focus is on working comfortably under close supervision within a stable, secure team. The pace of the job is steady and fast-paced, with a requirement of managing a large number of tasks under pressure and an inclination to work under explicitly defined processes. When there is change in the structure of work or scope of responsibility, ample time will be provided to learn the new work thoroughly with opportunity for repetitive practice. This position is given direction by the Client Services Manager or Supervisor and is an integral part of providing Service Beyond Analysis. 

Responsibilities:

• Strive to employ AGAT’s mission statement of “Service Beyond Analysis” by providing assistance to the Client Services Team including Client Services Representatives and the Client Services Supervisor or Client Services Manager
• Ensure delegated client requests are completed in a timely and accurate manner including:
  • Submission of bottle order, re-assignment and re-analysis requests
  • Providing clients with accurate and timely information based on consultation with appropriate resources such as estimated time for delivery of results and technical inquiries
  • Completing administrative tasks such as prompt delivery of Sample Receipt Notifications, Results and Invoices within required turnaround time
  • Notifying clients of sample integrity issues
• Provide backup and support for Client Service Representatives and coverage for evenings and weekends, as required, for the following:
  • Responding to client inquiries by email or phone call
  • Updating and re -issuing reports with updated project and sample information or requested regulatory guidelines
  • Assisting with meeting and exceeding sample turnaround times, utilizing Priority Request Monitor to monitor the status of work orders
• Provide assistance to Logistics and Shipping, when required, by:
  • Preparing bottle orders as per requested submissions
  • Organizing and labeling samples
• Logging samples into LIMS (Laboratory Information Management System)
• Alert appropriate Client Service Representatives on any customer issues, escalating high-level complaints to the appropriate department
• Participate in team training
• Assist in internal and external audits

Skills and Experience:       

• Minimum High School Diploma Required
• Diploma or Degree in Science or Administration an asset
• Minimum 1 year customer service experience
• Confident computer skills (Outlook, Microsoft Office and Excel, Laboratory Information Management Systems (LIMS) and Reporting Systems)
• Excellent communication skills with clients and members of the team, both verbal and written
• Excellent organization and time management skills
• Attention to detail for routine tasks and commitment to quality standards
• Ability to work well under pressure

Work Environment:

• General office environment with some exposure to laboratory environment.
• Sitting for prolonged periods of time in an office setting.
• Compliance with established safety procedures and appropriate PPE.
• Manual dexterity is required.
• Exposure to excessive noise, dust and/or varying temperatures is rare

AGAT Laboratories would like to thank all applicants; however only candidates selected for interviews will be contacted. 

AGAT Laboratories is an equal opportunity employer. We are committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise the hiring manager of any accommodations that are required. Any information received relating to accommodations will be treated as confidential.

Thank you for your interest in AGAT Laboratories.

Job tags

Salary