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.

Client Service

Director, North America Reports to: General Manager, North America Geochemistry Operations This position plays a critical role in fulfilling the ALS value proposition to our clients by ensuring the delivery of exceptional customer service. This position is responsible for managing the primary point of contact of customers with respect to answering client inquiries, providing information regarding samples, products, and pricing for North America

- Responsible for all aspects of client service outreach in North America including visiting clients on-site
- Develop strategies to improve the client experience and build brand loyalty by optimizing client engagement, retention, and account growth across North America
- Standardize regional client services to ensure all client inquiries are addressed timely and appropriately
- Ensure execution and further develop client services survey in addition to contacting clients regarding reviews to promote a more positive client experience
- Manage a team of Client Service Managers and Client Service Warehouse Administrators and build strong relationships with internal teams throughout North America including Business Development and Operations
- Measure team performance and motivate team leaders providing guidance and support to regional client service teams inspiring a collaborative and collegial culture that is high performing and service-focused
- Assist in managing regional client accounts where required while fostering professional relationships with clients in North America




- Manage large projects incoming within North America for non-routine methods and liaise with Vancouver Production Team to ensure proper capacity is allocated
- Attend conferences, trade shows, client meetings, networking events and ALS functions
- Arranging and managing the Client Appreciation Events at Tradeshows
- Present client management and survey reports to Regional Directors and client service teams to develop and outline areas where improvements are required
- Manage inter-regional client service needs
- Assist in preparing global quotations and pricing
- Assist with driving the development of new sales leads and sourcing out new clients by developing solid networks and independently identifying clients
- Assist business development with developing strategies and executing business sales objectives
- Excellent English communication skills, both written and verbal
- Strong customer service focus, interpersonal and organizational abilities
- Advanced computer skills including MS Word, MS Excel, PowerPoint, and Outlook
- Completion of a recognized diploma or university degree, preferably in Geological or Chemical Sciences
- Previous management and 10 years of customer service experience required
- Work experience in the mineral exploration or laboratory setting required
- Ability to sit at a desk and do general office work, which includes periodic sedentary responsibilities
- Ability to use and view a computer screen for up to 8 hours per day




- Ability to communicate via telephone and e-mail without assistance. I agree that I am fully capable of wearing the appropriate Personal Protective Equipment (PPE’s) as designated by my Manager/Supervisor for the job I will be performing. I confirm that I do not have any pre-existing medical conditions or restrictions that would prohibit me from completing the tasks listed in the . If I do have any medical or physical limitations, I agree to immediately advise my Manager so that accommodations can be considered. The ALS team is a diverse and dedicated community united by our passion to make a difference in the world. 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. 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, First Nations, Metis and Inuit persons, members of minority groups, and persons living with disabilities. Reasonable adjustments to support candidates throughout the recruitment process are available upon request. 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. #

📌 Director, Customer Support - Remote (North Vancouver)
🏢 Analytical Solutions (Part of ALS
📍 North Vancouver