Job Description

Client Service Director, North America

Location: ALS Group, North Vancouver

Reports to: General Manager, North America Geochemistry Operations

About the Position

This position plays a critical role in fulfilling the ALS value proposition to our clients by ensuring the delivery of exceptional customer service. This position is responsible for managing the primary point of contact of customers with respect to answering client inquiries, providing information regarding samples, products, and pricing for North America; as well as liaising directly with clients to resolve any concerns they may have.

Specific Responsibilities

• Responsible for all aspects of client service outreach in North America including visiting clients on-site;
• Develop strategies to improve the client experience and build brand loyalty by optimizing client engagement, retention, and account growth across North America;
• Standardize regional client services to ensure all client inquiries are addressed timely and appropriately;
• Ensure proactive and effective communications are maintained with clients at all times;
• Ensure execution and further develop client services survey in addition to contacting clients regarding reviews to promote a more positive client experience;
• Manage a team of Client Service Managers and Client Service Warehouse Administrators and build strong relationships with internal teams throughout North America including Business Development and Operations;
• Measure team performance and motivate team leaders providing guidance and support to regional client service teams inspiring a collaborative and collegial culture that is high performing and service-focused;
• Complete and review departmental budgets including ZMFO and ZMOL;
• Assist in managing regional client accounts where required while fostering professional relationships with clients in North America;
• Manage large projects incoming within North America for non-routine methods and liaise with Vancouver Production Team to ensure proper capacity is allocated;
• Prepare and negotiate business contracts where required;
• Oversee quote registry activity ensuring accuracy and compliance with guidance;
• Organize and coordinate shipment logistics between clients and regional prep labs;
• Attend conferences, trade shows, client meetings, networking events and ALS functions;
• Arranging and managing the Client Appreciation Events at Tradeshows;
• Present client management and survey reports to Regional Directors and client service teams to develop and outline areas where improvements are required;
• Standardize quotation template use and style across North America to ensure pricing, terms, and conditions, etc. are consistent;
• Contribute to, organize, and present information for North America at global client meetings;
• Manage inter-regional client service needs;
• Assist in preparing global quotations and pricing;
• Assist with driving the development of new sales leads and sourcing out new clients by developing strong networks and independently identifying clients;
• Assist business development with developing strategies and executing business sales objectives;
• Other duties as assigned.

Required Knowledge, Skills & Abilities

• Excellent English communication skills, both written and verbal;
• Strong customer service focus, interpersonal and organizational abilities;
• Demonstrated judgment, creativity, integrity, and ability to problem solve;
• Strong team orientation as well as the ability to respond flexibly to changing demands;
• Advanced computer skills including MS Word, MS Excel, PowerPoint, and Outlook;
• Ability to effectively handle escalations and time-critical issues. Excellent attention to detail;

Required Qualifications

• Completion of a recognized diploma or university degree, preferably in Geological or Chemical Sciences;
• Previous management and 10 years of customer service experience required;
• Work experience in the mineral exploration or laboratory setting required;

Physical Demands

• Ability to sit at a desk and do general office work, which includes periodic sedentary responsibilities;
• Ability to use and view a computer screen for up to 8 hours per day;
• Ability to communicate via telephone and e-mail without assistance.

I agree that I have read and understood the physical requirements of this position and am capable of fulfilling the duties as described within the job description.

I agree that I am fully capable of wearing the appropriate Personal Protective Equipment (PPE's) as designated by my Manager/Supervisor for the job I will be performing. I confirm that I do not have any pre-existing medical conditions or restrictions that would prohibit me from completing the tasks listed in the job description.

If I do have any medical or physical limitations, I agree to immediately advise my Manager so that accommodations can be considered.

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