Student Veterans of America Jobs

Do you believe in the power of teamwork and sharing ideas? Do you take pride in delivering exceptional quality and service with everything you do? Do you seek out ideas for improving the status quo?

If you want to make a difference and love being surrounded by the best and the brightest minds, Bureau Veritas Canada might be the place for you!

Here are our Core Values:

Trusted

Responsible

Ambitious & Humble

Open & Inclusive

If these values resonate with you, Bureau Veritas is looking for a

Job Title: Customer Solutions Supervisor

Reports to: Western Senior Manager, Customer Experience

Department: Customer Experience

Location: Calgary, AB

Full-Time

Basic Purpose:

Provide guidance and support for situational activities of Customer Experience Team, ultimately improving our customer and employee experience.

Key Accountability/Responsibilities:

• Lead and manage the systemic effectiveness of the Customer Experience Team;

• Develop and monitor Key Performance Indicators (KPI’s) to measure individual and team effectiveness;

• Monitor and evaluate functional performance, conduct regular coaching sessions, identify opportunities for improvement and develop action plans to ensure continuous growth and effectiveness of service skills and technical expertise;

• Provide clear direction, coaching and support to ensure efficient, effective and professional client interactions with internal/external customers;

• Provide support and guidance to ensure successful implementation of service to Bureau Veritas’ clients;

• Complete daily check-in with each team member;

• Provide support as point of escalation for stalled situational issues and/or issues beyond the team members control or authority;

• Review, streamline and develop/update departmental processes and work instructions to ensure a high-level “customer experience”, consistency and maximize team efficiencies, while maintaining a focus on quality, innovation and continuous improvement;

• Participate in cross-functional meetings, as required, to help ensure customer expectations are met and/or concerns are resolved in a timely manner;

• Facilitate dialogue with Sector Leads and the Leadership Team to monitor client experience feedback, discuss sector/client specific strategies, potential client on-boarding, systemic client concerns and targeted priorities;

• Coordinate and facilitate weekly team meetings;

• Consult with team to assess proper coverage and opportunities for competency development and cross training;

• Monitor staffing needs, initiate hiring requests (as required), participate in interviewing process and provide hiring recommendations;

• Develop and implement training programs to support competency development, team bench strength and succession planning;

• Approve timesheets and coordinate/approve team vacation requests;

• Complete formal performance reviews;

• Monitor, manage and report out on monthly performance to P&L budgetary targets and deviations;

• Prepare weekly and monthly reports to Manager, as required;

• Participate in annual departmental budgeting process and provide recommendations;

• Work with accounting and invoicing staff to facilitate discussions on client accounts receivable concerns and assist with collection of monies owed.

• Remains current on the interpretation and application of environmental regulations;

• Support and comply with all Bureau Veritas policies, Quality System and Health & Safety program;

• Participate, when requested in department and health and safety meetings;

• Maintain training records and relevant qualifications;

• Adhere to Bureau Veritas Code of Ethics Policy;

• Ensure that all proprietary software applications that facilitate productivity (LIMS, CRM, Freshdesk) are effectively and proficiently utilized;

• Ensure adherence to Bureau Veritas’ quality systems QA/QC, SOP's and external accreditation requirements;

• Ensure Bureau Veritas’ safety policies are communicated and adhered to by all staff;

• Responsible for ensuring "Good Housekeeping" standards are met or exceeded;

• All other responsibilities as assigned.

Skills and Knowledge:

• University degree or college diploma in Sciences, preferably chemistry or environmental related and/or equivalent experience;

• 5-7 years’ experience in the environmental industry;

• At least 3 years of Team Leader or Supervisory experience;

• Customer Service experience is an asset

• Strong, demonstrated leadership skills and experience;

• Ability to coach, mentor and motivate CSRs;

• Ability to communicate effectively and work collaboratively with lab operations, management, and Customer Experience team members;

• Ability to work independently

• Excellent verbal and written communication skills;

• Excellent interpersonal communication and computer skills;

• Organized, detail-oriented and focused;

• Superior multi-tasking skills and ability to work under pressure;

• Represents the Bureau Veritas values and is at all times professional;

• Act as role model to junior staff;

• Should be responsible, dedicated, and motivated;

• Strong, demonstrated leadership skills and experience

• Ability to coach, mentor and motivate team members

• Represents the Bureau Veritas values and is at all times professional

• Expertise of applicable industry regulations (CCME, CSR, MMER, etc.);

• Outstanding customer relationship management skills and commitment to providing exceptional customer service and quality results;

• Attentiveness to detail and ability to manage a diverse workload within a fast-paced environment with changing multiple priorities and frequent interruptions;

• Effective time management, decision making, excellent listening, problem-solving, planning and organizing skills;

• You possess an energetic and keen personality with a positive attitude who thrives in a fast-paced environment where multi-tasking, prioritizing and adapting to change is required;

• You are ethical, dynamic, motivated and results oriented;

• Strong computer literacy (Microsoft Word, Excel, Outlook etc.).

• You have valid driver’s license and demonstrate safe driving record. Some travel is required for this position.

Working Conditions:

• General office environment with some exposure to laboratory environment;

• May require flexible workings hours, overtime and shift work;

• Liaison activities and internal/external negotiations;

• Changing priorities and balancing workload to meet new constraints;

• High level of multi‐tasking with large cross‐section of clients;

• High level of work production in lab environment and business setting;

• Minimal exposure to hazardous chemicals;

• Some travel to customers and other Bureau Veritas locations (as required).Bureau Veritas is proud to be committed to providing fair and competitive pay.

Bureau Veritas is proud to be committed to providing fair and competitive pay as well as extensive health and wellness benefits package for eligible full-time employees.

The salary range for this role is $65,000 - $75,000.

Eligible to participate the Annual Incentive Plan

Pay within this range varies by work location and may also depend on job-related knowledge, skills, experience, and market location.

Additional Benefits Include:

Top-Tier Health, Dental, and Vision

Paid Time Off, Statutory Holidays, and up to 8 hours of volunteer time off

Life Insurance & AD&D

STD & LTD Coverage

Company RRSP match

Employee Assistant Program (EAP)

Professional Development through Tuition Reimbursement

Join us at Bureau Veritas, where your well-being and professional growth are our top priorities.