Bilingual Account Manager – Customer Service

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.

General Responsibilities

The incumbent of this position is responsible for providing client support regarding a wide range of requests, including providing general information on ALS's services, products, and fees for geochemistry, helping clients access their online data, contributing to the resolution of logistical issues, and ensuring that clients receive effective, accurate, and professional service and information, both internally and externally.

Specific Responsibilities

• Provide exceptional customer service by providing accurate information on analytical methods, quality control processes, and turnaround times.
• Act as the main point of contact for clients by responding quickly and professionally to inquiries, addressing concerns, and gathering project-specific information.
• Track and manage requests received in the main Customer Service inbox, ensuring they are processed quickly and appropriately.
• Review special analysis requests or specific project requirements and coordinate the necessary approvals.
• Prepare and submit proposals to clients, ensuring that all relevant information is communicated clearly and accurately.
• Keep client contact information and project information up to date in GEMS.
• Support local marketing and business development activities, including participating in trade shows and client events, as needed.
• Compile and distribute turnaround time (TAT) reports and other customer service performance indicators, as needed.
• Answer client phone calls and route them professionally, providing a service-oriented experience.
• Communicate updates, directives, and client requests to internal services and account managers to ensure effective coordination.
• Adhere to all ALS health, safety, and environmental policies and procedures to maintain a safe and compliant workplace.
• Perform any other tasks or responsibilities assigned by the manager.

Internal Communications

• Regularly communicate information, directives, and updates regarding clients to various internal services and other members of the customer service team.
• Collaborate with the Quality Control (CQ) service and external laboratories to address client requests and resolve issues raised.
• Participate in meetings, as needed, to represent client interests and ensure their needs are understood and addressed.
• Support the accounting service by answering client questions regarding billing and providing necessary clarifications.
• Coordinate and follow up on specific client projects within the laboratory to meet agreed-upon deadlines and quality standards.

Required Knowledge, Skills, and Abilities

• Excellent oral and written communication skills, with excellent proficiency in both French and English.
• Good proficiency in Microsoft Office suite, particularly Word and Excel.
• Excellent interpersonal skills and ability to communicate and collaborate professionally with individuals at all levels.
• Excellent time management and organizational skills, with a demonstrated ability to meet deadlines and manage multiple priorities in a dynamic environment.
• Demonstrated ability to work both autonomously and as part of a team.
• Good judgment, integrity, creativity, and strong problem-solving skills.
• Professional attitude, enthusiasm, and customer service-oriented approach.

Required Qualifications

• College diploma (DEC) or university degree in geology, chemistry, or a related scientific or technological discipline, an asset.
• Experience in the mining exploration industry, laboratory, or a related service sector, an asset.
• Minimum of two (2) years of experience in customer service.

Physical Requirements

• Ability to remain seated or standing for long periods.
• Manual dexterity to perform repetitive tasks, including keyboard use.

Our Benefits Include

• An estimated hourly wage of 33.79 CAD at the time of posting. Individual remuneration is determined based on factors such as job-related skills, relevant experience, education, and/or studies.
• A comprehensive set of social benefits tailored to your professional status (including extended medical, dental, and optical coverage, access to company benefits, life and disability insurance, a company pension plan with employer contributions, as well as employee assistance and well-being programs).
• Additional vacation days based on seniority.
• Company support for training or further education after 9 months within the company.
• Opportunities for learning and development (unlimited access to online training and more).

Note: Benefits vary depending on the employee's status.

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 recognize 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.

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 recognized and valued.

Qualified candidates will be considered without regard to race, color, religion, national origin, military or veteran status, gender, age, disabilities, sexual orientation, gender identity, pregnancy and pregnancy-related conditions, genetic information, and any other characteristics protected by the law. We invite resumes from all interested parties, including women, First Nations, Métis, and Inuit persons, members of minority groups, and persons living with disabilities.

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 online and provide a resume and cover letter that best demonstrate your motivation and ability to meet the requirements of this role.