Customer Service Specialist 1

At ALS, we encourage you to dream big.
When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.



Working at ALS
The ALS team is a diverse and dedicated community united by our passion to make a difference in the world.
Our values are important to us, and shape how we work, how we treat each other and how we recognise excellence.
At ALS, you’ll be supported to develop new skills and reach your full potential. We invest in our people with programs and opportunities that help you build a diverse career with us.
We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and our communities.

Imagine your future with us!

At ALS, we encourage you to dream big.When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive. Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world.

About the role:

The Customer Service Specialist will be responsible for receiving and processing calls from customers and serve as the end to end point of contact for customers.

ENTRY LEVEL 1

About you:

• Perform data entry for purposes such as processing orders, accessing previous orders and special orders, providing customers with current prices and research any other inquiries as requested.
• Assist with customer problems such as missed shipments, backorders and continually strive for prompt resolution.
• Log customer feedback and/or complaints on the Service Improvement site and initiate investigation into complaints. Communicate with the lab when complaints relate to poor and/or incorrect results.
• Investigate and resolve customer complaints in a timely manner. Communicate with the lab when complaints relate to poor and/or incorrect results. Initiate Corrective Action as required. Note: It is the responsibility of the lab to perform Corrective Action Investigation and related activities.
• Respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
• Respond to unusual inquiries or complaints from customers, regulatory agencies or members of the business community. This could involve investigation into result trending, ideal testing package, etc.
• Present information and responds to questions from groups of managers, clients, and customers.
• Assist with administrative tasks such as coordinating special orders, preparing and sending quotes, typing correspondence and preparing marketing materials.
• Assist with on-boarding of new clients.
• Conduct regular contract review for existing clients.
• Process all phone, fax, mail, e-mail, drop shipments and verbal orders from customers.
• Assist the ALS Sales team by maintaining documents required for proposals and bids.
• Follow up with clients regarding details of the approved projects.
• Liaise with other departments and laboratory locations.
• Assist the sales team with business strategy on completion of large projects.
• Clearly communicate with Sales Representatives and Laboratory Directs about all aspects of a project.
• Document all activities, quotes and gathered information in the CRM in a timely and comprehensive manner.
• Assist in the assessment of present and future needs, trends, problems and profit opportunities.
• Prepare quotes, technical bulletins and marketing literature.
• Assess market satisfaction.
• Actively maintain industry and market competitor knowledge.
• Assist in the coordination of pricing.
• Maintain an existing client portfolio.
• Deliver presentations/seminars to clients.
• Assist with Forecast and meet budgeted revenue goals on a quarterly and annual basis.
• Represent ALS at required trade shows and conferences.
• Participate in client appreciation, industry and promotional events.
• Meet required reporting due dates, deadlines and operate in an organized manner including being available to work outside of normal business hours, as needed.
• Other duties as assigned.
• High school diploma/GED required.
• Bachelor's degree in communications is preferred.
• 0 - 3 years of laboratory experience is preferred.
• Proficient verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Proficient computer skills, specifically Microsoft Office.
• Must be able to initiate corrective action without prompting and assist co-workers whenever necessary in order to meet deadlines.
• Must be able to effectively perform duties under pressures arising from large sample volumes and short turn-around times.
• Must be able to work independently with minimal supervision.
• Ability to multi-task.
• Ability to use (or learn to use) Laboratory Information Management System.

Physical Requirements:

• Routinely lift and/or move up to 50 pounds and occasionally lift and/or move heavier loads with assistance
• Must be able to stand, bend, push, pull, stoop and crouch up to 50% of the time while performing the duties of this position
• Must be able to work on computer while sitting for up to 8 hours per day
• Perform housekeeping duties as required

Working at ALS:

Our people are our most valuable asset and drive our success at ALS. We are a diverse community of dedicated professionals united by our passion to make a difference in the world. We reward excellence and uphold our values in our work and how we treat each other. At ALS, you’ll be supported to expand your skills and develop new ones so you can reach your full potential. We invest in our people with a range of programs and provide opportunities across the company, giving our people scope to grow diverse careers and develop as leaders. We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and the communities where we work.

Our benefits include:

• Structured wage increases
• Comprehensive benefit package (including: medical, dental, and vision coverage, life and disability insurance, retirement plan with company match, employee assistance and wellness programs, access to company perks)
• Additional vacation days for years of service
• Business support for education or training after 9 months with the company
• Learning & development opportunities (unlimited access to e-learnings and more)

About ALS:

ALS is a global leader in scientific testing, providing comprehensive testing solutions to clients in more than 60 countries across a wide range of industries, including environment, food and beverage, mining, personal care, pharmaceutical, healthcare and equipment reliability. Using state-of-the-art technologies and innovative methodologies, our dedicated international teams deliver the highest-quality testing services and personalised solutions supported by local expertise. We help our clients leverage the power of data-driven insights for a safer and healthier world.

Everyone matters:

ALS is proud to be an equal opportunity employer committed to achieving and maintaining a workforce which reflects and affirms the diversity of our society

ALS is a VEVRAA Federal Contractor.

EOE AA Minority, Female, Veteran, Individuals with Disabilities

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ALS also welcomes applications from people with all levels of ability. Accommodation is available on request for candidates taking part in all aspects of the selection process.

Everyone Matters

ALS is proud to be an equal opportunity employer and is committed to fostering an inclusive work environment where the strengths and perspectives of each employee are both recognised and valued.
ALS also welcomes applications from people with all levels of ability. Reasonable adjustments to support candidates throughout the recruitment process are available upon request.

Eligibility

To be eligible to work at ALS you must be a Citizen or Permanent Resident of the country you are applying for, or either hold or be able to obtain, a valid working visa.


How to apply
Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.