Bureau Veritas Certification North America (BVCNA) is looking to add individuals to their team who can ensure a high level of customer service and performance in regards to food safety certification account management and scheduling activities. The focus of the activities will be on ensuring consistent and professional communication with all clients is maintained and to work within the Certification Team to ensure effectively delivery of all audit offerings.
Job Duties
- Provide exemplary customer service by ensuring clear communication and appropriate soft skills are in place at each client interaction
- Ensure the effective management of all assigned accounts while maintaining a high level of client satisfaction
- Ensure that auditors are provided with the necessary documentation, plus any other requirements needed prior to the performance of their tasks
- Communication to sales department regarding requests for additional services
Liaise with account contacts to ensure that all needs are met related to the fulfilment of each contract. Respond to client requests as quickly and thoroughly possible
- Manage individual client and audit scheme KPIs as applicable
- Ensure information in the system is accurate and aligned with contractual requirements and client needs
- Maintain accurate and up-to-date client files and documentation within operating systems
- Ensure audits are scheduled on time, within audit scheme defined parameters, with appropriately qualified auditor resource
- Prepare presentations for clients and attend quarterly client meetings, some travel may be required depending on conferences, training, and other applicable meetings
- Perform other duties as assigned by the Scheduling Supervisor and the Certification Director of Operations
Qualifications
- Associate degree or 3-5 years of equivalent experience.
- At least 2 years related to Customer Service that involves project coordination in contrast to basic scripted Call Center environment.
- Excellent communication and interpersonal skills; Good command of English language (spoken and written)
- Proficient in computer skills, and conversant with use of MS Word, MS Excel (Seibel experience preferred)
- Preferred: 2 years or more experience with third party registration activities
