Customer Experience Partner

Element has an opportunity for a fulltime Customer Expereince Partner to join our growing Food & Beverage testing team in Calgary. This is a great opportunity to develop your Administration career within a Global TIC business.

Take client calls and satisfy client requests including but not limited to requests for:

Reports by email or fax
Additional analysis
Repeat analysis
Change of analysis
Method references
Method performance
Sample testing status
Account status
Invoice status
Sampling information
Pricing
Test availability
Missing samples / data
Information sheets
Bottle orders

Contact clients to resolve issues including but not limited to:

Missing sample information
Verification of analysis request
Insufficient sample volume
Inappropriate sample preservation
Agreement verification
Repeat analysis notification
Billing
New client

Additional responsobiltiies include:

Accept and monitor rush samples
Monitor TAT and inform technicians of approaching due dates
Create new clients in LIMS and unexpire agreements
Manage sublet reports and issuance to client
Create and distribute notification of amended report document and make appropriate notes in LIMS
Maintain good housekeeping at all times to ensure a clean and safe work environment
Follow the Quality System as documented in the Quality Manual
General duties as directed by the team leader or lab manager
Login samples into the Element LIMS system
Communicate with the client for any reason including but not limited to the sample results or report and account information.
Monitor turn around time (TAT)
Strict adherence to the corporate Quality System
Perform standard operating procedures as documented
Maintain a clean and safe work environment; comply with all rules and responsibilities as outlined under the corporate Health and Safety Policy
Work with trainees until approval of trainees demonstrated competence is documented
Maintain training records resumes and CVs
Seek out their direct supervisor if they are unsure of any job duties or tasks as per the structure

• A science background and education to A level is preferred
• Relevant experience in Microbiology would be an asset
• Understanding of food producer quality programs would be an asset
• Relevant experience within an office environment would be advantageous
• Highly motivated and organized individual with a flexible approach to work
• Excellent attention to detail
• Ability to work independently
• Ability to work well under pressure and meet tight deadlines without compromising the quality of work or safety

#LITK1

At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.