Commercial Apprentice Matu Pro(m/w/x)

# Commercial Apprentice Matu Pro **CHE - Geneva - 7 rue Moise-Marcinhes** | **Full time** Labcorp is looking for a **Maturité Professionnelle Employe(e) de Commerce Intern** for a 1-year contract. The apprentice may perform or have limited scope of action on the following duties: * Monitor launch controls that will ensure process and solution compliance. * Monitor process execution and ensure prompt corrections/adjustments by process owners. * Organize client and user feedback methods. * Ensure tracking and trending of process and training monitoring metrics. * Ensure a seamless communication and follow up with our selected external user and internal users. * Analyze user inquiries and issues. Work with appropriate internal departments accordingly to manage the user’s needs and ensure compliance with SOPs and policies. * Lead the communication with the other departments in relation to solving issues until resolution. * Provide direct answers to external users or internal users and provide advice when the request is not directly feasible. * When appropriate, negotiate SLAs with customers. * Consider external or internal user’s needs in making decisions; to be managed on a case-by-case basis, as appropriate. * Review the study Statement of Work to ensure compliance of the request with the protocol when appropriate. * Perform quality checks on resolutions and answers provided to users. * Generate and review tickets and reports for issue resolution as needed. * Lead escalations that may impact resolution of the issues being resolved within TATs. Manage workload and priorities to ensure all users’ deadlines are respected. * Work in a team-oriented, global environment with the focus on customer service, both internal and external. * Assist and support management in the implementation of global processes and procedures ensuring seamless integration. * Responsible for effective and timely adherence to management communications, meeting, and procedures. * Support a culture of continuous improvement, quality, and productivity. * Assist management team with audits, reportable issues, Quality Events, and other quality issues as needed. * Responsible for providing expert technical and administrative support and act as a lead in resolving process and or application issues as necessary. * Documents all service failures and investigate as needed. * Assist in the development and management of department metrics, Vendor contracts, SOPs, WIs, Policies, and Processes. * Develop and deliver staff training. Develop troubleshooting guidelines, Support Escalation Procedures, and documentation maintenance procedures for eSA Support Team. * Deliver training to other departments as needed. * Work with internal and external users to challenge and communicate items that impact end user experience. Manage user feedback and responses internally and externally. * Manage pending requests. POC for user issues transferred from IS to Client Support Team. * Manage and resolve issues resulting from data quality that cause request(s) to fall outside established approve/deny parameters. Escalate as needed. **Competencies:** * Focus on Clients * Pursue Process Excellence * Strong Oral and Written Communication skills * Work with Others * Achieve Results * Ability to work independently. * Ability to use computer and office software applications (e.g., Microsoft Office applications) * Attention to detail **Language Skills Required:** * Fluent in English Speaking, Writing and Reading (Must Have) * Fluent in French Speaking, Writing and Reading (Must Have) * Another language will be an asset **Education/Qualifications:** * The candidate must justify their participation in one of the following branches governed by Direction générale de l'enseignement secondaire II: Maturité professionnelle pendant l'apprentissage - MP1/MP2 **Labcorp is proud to be an Equal Opportunity Employer:** As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. **We encourage all to apply**