Customer Service Representative

Overview

Element has an opportunity for a Customer Service Representative to join our expanding team in Acton, MA. The role of the Customer Service Representative is to ensure that assessment activities are planned and performed in a highly professional and technical manner and that customer expectations are exceeded, as well as to process customers through the certification process.

Responsibilities

• Responsible for the primary Client support for all divisions from the point of management service agreement
• Day to day maintenance and security of assigned Client files.
• Development of new assigned Client files
• Contract Review (possible technical review/input may be required)
• Scope statement development
• Preliminary activity schedule development
• Direct support of assigned Client requirements & needs
• Questions and answers
• Requests and inquiries
• Updates information and new developments
• Provides client notifications of activities
• Levels of Client satisfaction
• Use of Registration and NQA Logo
• Tracking and administering Customer Complaints and associated CPAR's
• Adhering to established KPI’s of the Operations Department
• Maintenance of Client Registration
• Provides Transmittal or activity information
• File reviews (unless as defined by accreditation schemes)
• CAP (Corrective Action Preventions) "chasing" & reviews
• Conducted Reviews
• Support company initiatives related to the client
• Provides input to the Blue List as appropriate
• Support program management efforts as appropriate
• Certificate Maintenance
• Multisite audit planners and associated multisite required documents
• Financial Support
• Assist in Invoicing Clients (annual registration, pre-activity, re-bill expenses)
• Client collections

Skills / Qualifications

• High school diploma or equivalent. 2-3 years related Customer Service experience
• Ability to communicate clearly and concisely in English, both oral and written
• Knowledge of ISO 9001 and related ISO registration/certification schemes
• Knowledge of Microsoft Office and EQM computer programs
• Excellent administrative, communications and client telephone contact skills are essential

Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

“If you need an accommodation filling out an application, or applying to a job,  please email Recruitment@element.com”