Customer Service Supervisor - Environmental Customer Service

at  Bureau Veritas

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo? If you want to make a difference and love being surrounded by the best and the brightest, Bureau Veritas Laboratories might be the place for you!

IMAGINE BEING SURROUNDED BY THE BRIGHTEST MINDS IN THE INDUSTRY

Bureau Veritas is looking for a

• Provide support for situational activities of either: CET Leads, Project Managers and Project Support OR Change Order Support and Customer Support.
• Lead and manage the systemic effectiveness of the Customer Experience Teams (CETs).
• Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness, including running monthly KPI stat reports for each CET group.
• Monitor and evaluate functional performance of CET members, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise
• Provide clear direction, coaching and support to CET members to ensure efficient, effective and professional client interactions with internal/external customers
• Provide support and guidance to CET Leads to ensure successful implementation of CET model
• Complete daily check-in with applicable CET members
• Provide support as point of escalation for stalled situational issues and/or issues beyond CET Lead’s control or authority.
• Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement.
• Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner
• Facilitate dialogue with Sales and CET leads to monitor client experience feedback, discuss sales pipeline, potential client on-boarding, systemic client concerns and targeted priorities.
• Coordinate and facilitate weekly team meetings and CET lead meetings
• Consult with CET lead to ensure adequate team coverage and opportunities for competency development and cross training
• Monitor and ensure the CET’s Compliant Pro readings and training requirements are up to date.
• Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations
• Initiate LPRs for process improvement and complete test plans as assigned
• Develop and implement training programs to support CET competency development, team bench strength and succession planning
• Develop and implement onboarding program to support successful integration into CET team.
• Approve timesheets and coordinate/approve team vacation requests
• Approve internal and external subcontract invoices.
• Complete formal CET performance reviews: quarterly and annually
• Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations
• Monitor and manage daily summaries and reports as required including workload backlog summaries and shipping summaries.
• Prepare weekly and monthly Management reports, as required.
• Support Digital Solution team in Customer Portal support, Client set up, online prepayment system and CET usage and promotion to Bureau Veritas client base.
• Participate in annual departmental budgeting process and provide recommendations
• Ensure that all proprietary software applications that facilitate productivity (LIMS, CRM) are effectively and proficiently utilized
• Ensure adherence to BV’s quality systems QA/QC, SOP’s and external accreditation requirements.
• Ensure BV’s safety policies are communicated and adhered to by all staff.
• Responsible for ensuring “Good Housekeeping” standards are met or exceeded.
• Other duties as assigned.