Job Description

Project Manager Assistant

Project Manager Assistant (CET)
Reports to (title): Customer Service Supervisor
Department: Customer Service

Basic Purpose: What is the overall function of the job?

• Work within the Customer Experience Team (CET) functioning in a Customer Support or Change Order Support capacity to help maintain and grow Bureau Veritas’s market share with new and existing clients by providing exceptional customer service.

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

Process requests received from Project Support or Project Manager to:

• Create orders based on customer requirements
• Schedule internal courier
• Initiate analysis cancellations resulting from internal or external changes
• Gather internal information for client data inquiries and investigations, when requiredoordinate and communicate client/internal deadline changes and/or toggle requests with lab operations team
• Initiate client credits, as required

Other tasks:

• Create summary reports for CET Lead
• Effectively execute to Customer Experience Team KPIs
• Review file entry information (including price, parameters, contact information and client specific needs) to ensure it complies with client and/or regulatory requirements
• Send job confirmation to clients as required within internal timeline metrics
• Enter Quotes
• Investigate and respond to internal inquiries and sub-contracting requests
• Respond to operational inquiries (including: Rush TATs, job status, instrument capacity, etc)
• Complete methanol orders and billing
• May act as a back-up for functions performed by Project Managers and Project Support, when cross trained
• May assist with client meetings and/or conference calls to address issues, trouble shooting and analysis requirements
• Provide support to other related departments or areas as required (i.e. Sample Entry, Bottle Prep, Archiving)
• Engage in cross-training/career pathing to support overall success of 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 preferably in chemistry or environmental science (an asset) or equivalent work
  experience.
• Demonstrated success in positions related to Customer Service or Lab Operations
• Basic chemistry knowledge for application in a laboratory setting
• 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 and mental effort, visual/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.