Customer Services Jr. (Laboratory testing experience)

SGS is the leading Inspection, Testing, Verification and Certification company.

Primary Responsibilities:

Assists the Inside Sales Managers in compiling documentation, generating client quotations, client communications, entry/update of quotes and other information into CRM, update information in Laboratory Information Management System (LIMS), market research and other tasks as needed.

Specific Responsibilities:

• At all times, complies with SGS Code of Integrity and Professional Conduct.
• Coordinate with various departments to ensure prompt and appropriate responses to customer needs.
• Outlines the scope, quotes, schedules, and coordinate the dispatch of sample collection and analysis projects to field and laboratory assets in their territory
• Act as the liaison and advocate for the customer’s needs, requests, and requirements when leveraging SGS and/or non-SGS Samplers, Laboratories, Management, Sales, and Business Development resources to complete projects
• Consult with customers to develop analysis protocols, create testing schedules and interpret results.
• Demonstrate a deep understanding of regulatory requirements, onboard treatment systems, and SGS policies, procedures, and service offerings
• Engage with customers to develop relationships based on trust and competence
• Facilitate operational excellence by communicating customer needs and organizational best practices to internal and external stakeholders to ensure timely and accurate solutions to increase customer satisfaction and workplace efficiency
• Adheres to internal standards, policies, and procedures
• Performs other duties as assigned
• Develops skills and knowledge to progress in your career.
• Develops trust by providing timely responses to all inquiries, whether by phone or email.
• Promotes a positive “Can do!” attitude and a safe working environment.
• Be knowledgeable and compliant with SGS procedures and standards.
• Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth.
• Builds and maintains strong working relationships.
• Adopts and supports specific operational improvement activities as communicated by the GBS Team Lead. These projects will focus on the improvement of quality, efficiency, accreditation, communication and technical improvement.
• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
• Ensures work area in GBS is kept clean and presentable at all times.
• Remains familiar with SGS quality assurance procedures.
• Complies to all SGS QHSE and HR policies and procedures.

• Bachelor’s degree in Chemistry, Environmental Science, or related science, or an Associate’s degree in Chemistry, Environmental Science, or related science.
• 1 to 2 years of industry experience
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to effectively present information in one-on-one and small group situations to customers or employees of the organization.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Intermediate personal computer skills including email, Microsoft Office, job task applications, Internet, On-line data system.
• Excellent written and verbal communication skills in English (B2+ or C1).

The candidate must possess the following skills:

• The ability to meet commitments made to yourself and others, and acknowledges and accepts your choices, actions and results.
• The ability to write and speak effectively, actively listen to others, ask questions to verify understanding, and use tact and consideration when delivering feedback. 
• Demonstrate responsiveness, adaptability and flexibility with changing environments, responsibilities, tasks, and people.
• Methodically identify and resolve problems by gathering and analyzing information
• Understand and comprehend information, as well as find application and value from new knowledge. 
• The knowledge and ability to use computers and technology efficiently and effectively.
• The ability to demonstrate a series of activities designed to enhance the level of customer satisfaction.
• Encourage and embrace dialogue from team members. Share key information with others involved in a project, work to accomplish objectives, respond with enthusiasm to directives, and show support for departmental and organizational decisions.
• Follow detailed procedures to ensure accuracy in the entry and reporting of data.
• Demonstrate upmost level of integrity in all instances and shows respect toward others and for company principles.
• Sets high standard of excellence to ensure quality assurance in every aspect of work performed.
• Take personal responsibility and ownership to adhere to all company policies and procedures, and complete work timely and in accordance with performance expectations.