_{07th January, 2025}

  
Imagine your future with us
At ALS, we encourage you to dream big.
When you join ALS, you join a purpose and values-driven team that empowers you to innovate, create, and thrive.

Our global team turns up each day with passion and commitment to do amazing things, always challenging our thinking to find ways to solve some of the world’s most complex problems for a safer, healthier world.

We’re seeking a Client Services Leader to lead our Front-End Team and ensure exceptional client service. Key responsibilities include managing client relationships, delivering accurate quotes, overseeing project execution, and handling client orders and pickups. You'll also be involved in market research, preparing reports, and representing our lab at industry events.

Ideal candidates will have a tertiary qualification in Science or Engineering (or equivalent experience), a strong understanding of lab operations, and excellent communication and problem-solving skills. If you’re a proactive leader with a focus on quality and client satisfaction, apply now to join our team!

The day to day
The Client Services Manager is responsible to:  

• Ensure that the processes associated with services provided to the clients are optimized.
• Ensure that the Client service metrics for the business are met and exceeded.
• Comply with all internal systems and procedures.
• Ensure compliance to the health and safety systems and procedures.
• Foster a working environment that ensures divisional quality targets are met or exceeded.

Essentials  

• Provide a responsive and professional service to clients.
• Ensure that the quality of information produced (quotations, technical advice, data interpretation) is maintained at a high standard.
• Ensure that client requests are managed in a timely and effective manner.
• Acknowledge and register customer complaint as they arise.
• Complete complaint investigation with the assistance of the production technical team as required.
• Communicate outcome of complaints to clients and seek feedback to ensure client concerns have been addressed satisfactorily.

People, Learning & Development
  

• Ensure full induction occurs for direct reports as new starters.
• Ensure that direct reports receive training in the skills and competencies required to complete their role.
• Ensure that direct reports understand and meet the quality responsibilities of their position.
• Provide mentoring, performance management and coaching to direct reports.
• Manage and coordinate the Client service activities for the business including sample receipt.
• Report monthly on Client service metrics.
• Undertake Client service activities that provide a service to clients to ensure repeat patronage.
• Assist in the assessment of present and future needs, trends, problems and profit opportunities.
• The preparation of quotations and responses to client queries.
• Actively maintain industry and Client knowledge.
• Building a profile and gaining credibility in the pharmaceutical sector as an ALS representative.
• Adhere to the requirements of the ALS brand.
• Any other items as deemed appropriate by the management team.

The Essentials
Essential Skills, Experience & Knowledge:  

• A tertiary Science or Business qualification and/or 5 years’ industry experience.
• An understanding of Laboratory Operations.
• Strong written and verbal communication skills.
• A positive client focus and quality service attitude.
• Skills in planning and project monitoring.
• Strong numerical and office software skills.
• Responsive to internal and external client needs.
• Team orientated and collaborative.
• Good problem-solving skills.
• Confident and decisive.
• A commitment to organizational goals and objectives.
• A focus on quality with good attention to detail.
• Intermediate computer skills.
• Makes independent decisions and priorities tasks.
• Other duties that the company may require.

Working at ALS
Our people drive our success at ALS.
We are a diverse and dedicated community united by our passion to make a difference in the world. We reward excellence and uphold our values in our work and how we treat each other.
At ALS, you’ll be supported to expand your skills and develop new ones so you can reach your full potential. We invest in our people with a range of programs and provide opportunities across the company, giving our people scope to grow diverse careers and develop as leaders.
We want everyone to have a safe, flexible and rewarding career that makes a positive impact on our people, the planet and the communities where we work.
 Our benefits include:
  

• Discounts with Bupa, HCF, Hertz, HSBC, Virgin Australia
• Opportunity to salary sacrifice car costs with Autopia
• Corporate superannuation benefits with Australian Retirement Trust
• Online learning system with extensive modules of choice
• Employee Assistance Program providing counselling, support and coaching
• Friendly working environment with accessible management
• Influenza Vaccinations
• Opportunities to progress and develop your career within ALS, including global opportunities for suitable candidates

  
Everyone matters
At ALS, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 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.  We aim to reflect the diverse communities in which we work and encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, persons living with disability and LGBTQ+.

About ALS
ALS is a global leader in scientific testing, providing comprehensive testing solutions to clients in more than 60 countries across a wide range of industries, including environment, food and beverage, mining, personal care, pharmaceutical, healthcare and equipment reliability. Using state-of-the-art technologies and innovative methodologies, our dedicated international teams deliver the highest-quality testing services and personalised solutions supported by local expertise. We help our clients leverage the power of data-driven insights for a safer and healthier world.
  
Eligibility
To be eligible to work at ALS you must be an Australian Citizen, Permanent Resident or either hold or be able to obtain, a valid working visa.
  
How to apply
Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

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