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Job Title:                            Project Manager (CET)

Reports to (title):              Customer Service Supervisor

Department:                      Customer Service

 

Basic Purpose:   What is the overall function of the job?  The Project Manager is a key member of the Customer Experience Team (CET) functioning in Project Support or Project Manager capacity. Knowledge pertaining to Ontario and Canadian environmental regulations is required.

 

- Key Accountability/Responsibilities:   What specifically is this job expected to accomplish? 

 

Develop strong client relationships through top notch customer service Act as the key liaison between the clients, laboratory and Bureau Veritas Management to ensure overall satisfaction which is critical for the development of a loyal client base Responsible for effective daily service, satisfaction and maintenance of client accounts Respond to all client communications (telephone or email) and redirect communications to CET members as required Provide clients with technical support on their varied sampling projects Provide consultation, recommendations, data interpretation and other technical assistance to clients Remain current on the interpretation and application environmental regulations Document and ensure closure to all client complaints, CARS Stay current with all methods, corrective action requests (CARs) and management of change (MOCs) via the various reporting tools of the QSI and CRM databases Actively participate with the business development team in the development and execution of the regional sales strategies; including new account identification, tailoring services to meet client needs, and regular account reviews Work in conjunction with clients to coordinate all related project requirements Facilitate communication between clients and other laboratory departments Coordinate reports, data, billings and client requests Assist with the preparation of correspondence and reports for technical analytical data review, marketing information, and other related documentation Execute IT test plans, records results and provides feedback Effectively execute to CET key performance indicators (KPIs) Work with accounting staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed Adhere to all Health and Safety Regulation Ensure Quality Standards are maintained Provide client feedback to the Bureau Veritas management Adhere to and participate with all QA/QC policies of the organization Engage in cross-training/career pathing to support overall success of the Customer Experience Team Other responsibilities as assigned

 

- Skills and Knowledge:  What skills and knowledge are used to carry out job responsibilities and solve problems? University degree or college diploma in Sciences, preferably chemistry or environmental related and/or equivalent experience. 3-5 years’ experience in the environmental industry Demonstrated success in Project Manager Assistant roles and/or experience in Laboratory Operations. Basic chemistry knowledge for application in a laboratory setting Good working knowledge of current regulations and guidelines in order to provide effective client advice. Good knowledge of computers (Microsoft Word, Excel and Outlook) Ability to communicate effectively and work collaboratively with lab operations, Business Development Managers and the CET members Good time-management, multi-tasking and priority setting skills Strong verbal and written communication skills (French is an asset) Organized, detail-oriented and focused Ability to work independently as well as engage others when required in the escalation of concerns Represents the Bureau Veritas Values and is at all times professional Should be responsible, dedicated and motivated

 

 

- Working Conditions:  physical work environment, physical effort, visual and listening attention, and travel

 

Office environment with frequent interaction in a laboratory environment May require flexible workings hours, overtime and shift work. Changing priorities and balancing workload to meet tight deadlines Liaison activities and internal/external negotiations. Minimal exposure to hazardous chemicals. Some travel to customers/conferences and other Bureau Veritas locations (as required).