Client Services Manager

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.

The Client Service Manager directs the daily operations of the sample administration group. This includes oversight of all project management activities, sample receiving, and field services. The Client Service Manager must possess a strong working knowledge of LIMS as well as have a technical background in laboratory analysis and operations. The position requires a combination of superior client services skills, technical knowledge, system/process management, and supervisory experience.

• Establish a working relationship with client.
• Identify clients’ analytical needs and prescribe an applicable technical approach.
• Plan analytical program to meet these needs.
• Keep client informed of progress of work.
• Report findings and results back to client.
• Communicate client concerns/issues to the laboratory director.
• Keep client informed of new developments and laboratory services.
• Provide quotations and job specifications for specific work.

About you:

• Establish a cohesive integrated group that is responsive to both customer and laboratory needs. Services of the group include all aspects of sample management from sample receipt thru invoicing.
• Collaborate internally with the appropriate personnel to clearly define the technical specifications associated with the project.
• Work with sales team to understand client objectives and project workload.
• Provide technical support to sales team, when needed on live sales calls.
• Develop standardized procedures within the group for sample management.
• Review incoming work to ensure work requests are properly specified according to project requirements.
• Track projects through the laboratory to allow real time communication of pertinent issues with the client.
• Maintain visibility of PM group with clients promoting and participating site visits and lunch and learn opportunities in the laboratory.
• Regular contact with clients through email, phone and regular live visits and participate in live client centric events.
• Prepare, review, and approve invoices for specific work orders.
• Manage costs associated with operation of client services, sample management, and field services
• Work with IT and technical manager to develop appropriate tests codes, etc. in accordance with changing regulations.
• Develop formal cross training procedures in conjunction with QA to ensure backup in all aspects of the customer service department.

Required Qualifications:

• A Bachelor degree in chemistry is preferred with a proven track record of experience that demonstrates the ability to fulfill the position requirements. An advanced degree in chemistry or a related science is a plus.

Physical Demands:

• Able to speak and hear clearly while communicating with staff, management, and clients.
• Able to sit and /or stand for 100% of an 8-hour day.
• Dexterity in hands and fingers to operate computer and other equipment.
• Must have average vision and able to see to read reports and operate equipment.

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.