Client Services Representative
SGS North America Inc.

Job Info

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Company Description

SGS is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With over 97,000 employees in 130 countries and operating a network of more than 2,400 offices and laboratories, we provide services to almost every industry by assuring quality and safety of products and services.

Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

Job Description

JOB FUNCTIONS

• Receive and process orders accurately from clients, sales, KAMs and affiliates

• Supports sales members with the creation and sending of quotes to clients, obtaining completed order documents in return, processes orders in the System; ensures the collection of prepayment for prepay accounts

• Ensure proper documentation and samples have been received for order processing; manages and tracks sample inventory to ensure timely processing

• Review samples upon incoming receipt, wear PPE when needed for leaking samples, check that the sample names and descriptions match with the information on the SRF, divides samples into smaller jars to be distributed to the separate executing labs

• Inquires with the lab managers for availability of rush service upon client request

• Send associated paperwork to the executing labs and verify the costs and timing of the contracted services

• Communicate client order concerns to the client, Sales and Account Management teams as required by business unit SOP's or other client requirements.

• Routinely follow up with lab managers to ensure reports are on time, notify the client and internal stakeholders of service delivery delays, and update the delivery dates in the Systems.

• Escalate any client inquires or service delay concerns or issues to client, account manager, Sales, and Account Management teams as required by account SOP or other defined client requirements for resolution.

• Keeps WASP sample tracking system and any business unit tracking spreadsheets up to date

• Monitor Open Orders and required reports

• At all times, comply with SGS Rules, Policies, Code of Integrity and Professional Conduct; adopt a safe behavior by exercising due regard for the health and safety of SGS employees and clients, in line with SGS policies and procedures; adheres to internal standards, policies and procedures.

• Complies with SGS confidentiality and non-compete agreements

• Performs other duties as assigned.

Analytical Thinking/Problem Solving

(indicate examples of the decisions which the incumbent can make independently e.g., following standards to new/unique and the level of analytical thinking required e.g. well defined to highly abstract)

Impact of Decisions

(indicate the typical impact on the organization of decisions, recommendations and actions of the position e.g., own time, immediate work area, own department, number of departments, corporate/divisional goals.)

Contacts

(describe the nature of communication required for the position. Consider Internal contract (those within SGS) and External contacts (e.g., clients). Communication may be verbal or written or both.

Examples of purpose of communication:

• Exchange of information such as relaying messages, answering telephones, explaining procedures of explaining

how to fill out forms.

• Discussion of problems with a view to obtaining consent, cooperation and/or coordination of activities

• Completing an incident report

• Writing reports which include recommendations for action

• Negotiation with suppliers to reach agreement on price reduction for supplies

• Chair meetings; lead work group/committee discussions

• Counseling, coaching

Qualifications

EDUCATION AND EXPERIENCE

• HS Diploma Required

• Associate's Degree in a science-related field or technical area Preferred

• General knowledge of chemistry, engineering or biology

LICENSES / CERTIFICATIONS

• N/A

KNOWLEDGE / SKILLS / ABILITIES

• Interpersonal skills

• Communication skills- verbal and written

• Listening skills

• Problem analysis and problem-solving

• Attention to detail and accuracy

• Data collection and ordering

• Customer service orientation

• Adaptability

• Initiative

• Stress tolerance

COMPUTER SKILLS

• Computer Skills: - Proficient in Microsoft suite (Word, Excel, Access, Power Point, and Outlook) Required

• Computer literacy (creating, filing, saving/uploading, searching, backup, etc.). Required

TRAVEL

• No travel required.

This job has expired.