Client Services Account Manager

Job Title

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 Accountability

This position is responsible for assisting clients with a broad range of issues ranging from providing general information about ALS Geochemistry services, products, and pricing, assisting with internet access of their data and helping resolve logistical problems, to ensuring that our clients receive efficient and accurate service and information while maintaining a professional standard both internally and externally.

Specific Responsibilities

• Deliver exceptional client service by providing accurate information on analytical methods, quality control processes, and turnaround times.
• Act as the primary point of contact for clients, responding promptly and professionally to inquiries, resolving concerns, and gathering project-specific details.
• Monitor and manage incoming requests to the main Client Services inbox, ensuring timely and appropriate follow-up.
• Investigate and coordinate approvals for special analytical requests or unique project requirements when needed.
• Prepare and issue client quotations, ensuring all relevant information is communicated clearly and accurately.
• Maintain and update client contact details and project information in GEMS.
• Support local marketing and business development activities, including attendance at trade shows and client events as required.
• Compile and distribute turnaround time (TAT) reports and other client service metrics as assigned.
• Answer and direct client phone calls, ensuring professional and customer-focused experience.
• Communicate client updates, instructions, and inquiries to internal departments and Account Managers to ensure seamless coordination.
• Adhere to all ALS health, safety, and environmental policies and procedures, maintaining a safe and compliant work environment.
• Perform additional duties and responsibilities as assigned by the Manager.

Internal Communication

• Regularly communicate and share client information, instructions, and updates with internal departments and other client services personnel.
• Liaise with the Quality Control (QC) Department and external laboratories to address and resolve client inquiries.
• Participate in meetings as required, representing client needs and ensuring they are clearly understood and acted upon.
• Support the Accounting Department by assisting with client invoicing questions and clarifications.
• Coordinate and track specific client projects within the laboratory to ensure turnaround time commitments and quality standards are met.

Required Knowledge, Skills & Abilities

• Excellent verbal and written communication skills, with strong command of the English language.
• Proficient in Microsoft Office, particularly Word and Excel.
• Strong interpersonal skills with the ability to communicate and collaborate professionally at all levels.
• Effective time management and organizational abilities, with a proven capacity to meet deadlines and manage multiple priorities under pressure.
• Demonstrated ability to work both independently and as part of a team.
• Sound judgment, integrity, creativity, and strong problem-solving skills.
• Confident, personable, and client-focused demeanor.

Required Qualifications

• Diploma or Degree in Geological or Chemical Sciences or Technology preferred;
• Experience in mineral exploration, a laboratory setting, or a related service industry preferred;
• At least 2 years of previous customer service experience required.

Physical Demands

• Ability to sit and/or stand for prolonged periods of time;
• Manual dexterity to perform repetitive tasks such as using the keyboard.

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.

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.

Qualified candidates will be considered without regard to race, colour, 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, 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 on-line and provide a resume & cover letter that best demonstrate your motivation and ability to meet the requirements of this role.