The Client Specialist is the key provider of customer care acting as liaison between clients and our technical laboratory staff. In this position, you will provide our clients with outstanding customer service using excellent communications skills and automated information systems. Must be able to analyze the customers' needs, setup accounts, ensure correct analysis is performed, and transmit the final report of analysis with necessary training.
- Communicate with clients, answering or routing questions as appropriate and liaison between client and technical laboratory staff.
- Set up new client accounts in the LIMS and in conjunction with Accounting Department; periodically updating client account information as needed.
- Receive and log submitted testing samples, identifying sample priority, verifying sample information, noting special requests and instructions. This includes routine, daily samples, special projects and retrieving samples for retesting or additional tests as requested.
- Issue reports, certificates, certificate revisions and document accordingly to meet client needs and within SGS guidelines.
- Train and convert clients to usage of website for results and information.
- Inform management staff of all customer concerns.
- Maintain records, files and related to duties.
- Ensure quality and confidentiality of client and company information and take an active role in updating Quality System.
- Maintain quality protocols for testing area and implement preventative practices.
- Assist in other areas of the company as needed.
- Promote responsibility, good work habits, a positive work environment and improving customer service.
- At all times, comply with SGS Code of Integrity and Professional Conduct.