Client Services Assistant

at  AGAT Laboratories

AGAT Laboratories is a full-service laboratory with locations across Canada. We are the most diversified laboratory in Canada and 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.

SUMMARY:

The Client Services Administrator (CSA) will assist the Client Services and Logistics Teams with administrative tasks, customer support, and reception for the building. This job requires a patient and stable work style with consistency in repetitive routine tasks. The job requires strong attention to detail, handling tasks with better-than-average accuracy. The ideal candidate is a cooperative, agreeable listener who gets along with members of the team across all departments; clients, contractors, and other laboratory visitors.
The ideal candidate will be comfortable working under close supervision, and knowing that completed work may be subject to careful review by both clients and supervisors/managers. The pace of the job is steady, requiring management of a number of different tasks, 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 reports to the Client Relation Supervisor and receives direction from the Client Relation Supervisor and Logistics Supervisor.

Responsibilities:

• Strive to employ AGAT’s mission statement of “Service Beyond Analysis” by providing assistance to the Logistics and Client Services Teams
• Providing assistance to Logistics Team by:
• Entering received samples into the Laboratory Information Management System and ensuring sample availability to laboratory staff in a timely manner.
• Ensuring all sample integrity issues are properly documented and reported
• Managing incoming and outgoing courier deliveries
• Acting as a back-up for Sample Receipt Technician when absent
• Provide assistance to Client Services Team by:
• Responding to client inquiries by email or via phone as requested
• Updating and reissuing 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
• Assisting with invoicing and delivery of invoices
• Alerting Customer Service Representatives on any customer issues, escalating high-level complaints to the appropriate department as required
• Ensure delegated client requests are completed in a timely and accurate manner including:
• Completing administrative tasks such as prompt delivery of sample receipt notifications, results, and invoices within required turnaround time
• Notifying clients of sample integrity issues
• Verifying work orders and making corrections as necessary
• Verification and submission of re-analysis requests
• Liaising with other departments included Sales, Lab, and Finance to obtain information for clients as requested
• Signing building visitors and contractors in and out, following all applicable sign in procedures
• Handling incoming calls in a prompt and professional manner and transferring calls as required
• Other administrative tasks as assigned such as inventory monitoring, supply orders, etc.

Qualifications:

• Minimum High School Diploma Required
• Diploma or Degree in Administration or a scientific field is an asset
• Minimum 1 year customer service or administrative role experience
• Confident computer skills (Outlook, Microsoft Office and Excel. Experience with Laboratory Information Management Systems and Reporting Systems an asset).
• Excellent communication skills with clients, team members, and members of the public, both verbal and written
• Attention to detail for routine tasks and commitment to quality standards
• Ability to organize and prioritize work efficiently and at times without direction

Work Environment

• Office and warehouse environment with some laboratory exposure
• Compliance with Personal Protective Equipment (PPE) rules and safe work practices where applicable
• Prolonged periods of sitting and standing
• Manual dexterity required
• Some lifting and sorting of samples and items; Ability to lift up to 10kg required
• Mild exposure to dust
• Repetitious task with occasional pressure for deadlines
• Probable cases of unpleasant interactions with clients

• Strive to employ AGAT’s mission statement of “Service Beyond Analysis” by providing assistance to the Logistics and Client Services Teams
• Providing assistance to Logistics Team by:
• Entering received samples into the Laboratory Information Management System and ensuring sample availability to laboratory staff in a timely manner.
• Ensuring all sample integrity issues are properly documented and reported
• Managing incoming and outgoing courier deliveries
• Acting as a back-up for Sample Receipt Technician when absent
• Provide assistance to Client Services Team by:
• Responding to client inquiries by email or via phone as requested
• Updating and reissuing 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
• Assisting with invoicing and delivery of invoices
• Alerting Customer Service Representatives on any customer issues, escalating high-level complaints to the appropriate department as required
• Ensure delegated client requests are completed in a timely and accurate manner including:
• Completing administrative tasks such as prompt delivery of sample receipt notifications, results, and invoices within required turnaround time
• Notifying clients of sample integrity issues
• Verifying work orders and making corrections as necessary
• Verification and submission of re-analysis requests
• Liaising with other departments included Sales, Lab, and Finance to obtain information for clients as requested
• Signing building visitors and contractors in and out, following all applicable sign in procedures
• Handling incoming calls in a prompt and professional manner and transferring calls as required
• Other administrative tasks as assigned such as inventory monitoring, supply orders, etc