Primary Responsibilities
This position is responsible for communications with internal and external clients. This would include acting as an advocate and facilitator for all clients; assist the Operations Manager with external customer service and support, scheduling and priorities to maintain service deadlines for all clients.
Specific Responsibilities
- At all times, comply with SGS Code of Integrity and Professional Conduct
- Communicate with internal and external clients (ex. clarifying client’s instructions and requirements, estimated turnaround time and notifications of missed turnaround dates, providing status reports, providing quotations, client information to laboratory, relaying information regarding methods, detection limits, scheme codes, etc.)
- Assist Management or Sales staff with external customer service and support.
- Accountable for the top line of sales through customer retention and additional sales from current and new clients.
- Responsible for the collection of revenue and updating client files in LIMS.
- Respond to customer concerns and complaints and initiate corrective or preventative actions.
- Is familiar with location of all Quality System information and standard operating procedures.
- Responsible for ensuring that Minerals Laboratory is responding to and meeting the requirements of their clients as per management objectives and assisting management with quotations and client correspondence.
- Works with LIMS entry and co-ordinates with invoicing staff to ensure that reports are correct from the client information, invoice and structure point of view.
- Will act as first line for client communication, e.g., phone, fax, email, and tradeshows with travel as required to meet clients and to represent SGS Geochemistry at various meetings. Covers for other members of this team in their absence.
- Assists in creating a team approach and spirit whenever practical, using available technical resources of knowledge and experience.
- Responsible for the selection of methodology to meet client or regulatory requirements with direction from technical personnel if required and provides this information to the Operations Manager to ensure selection is carried out in the laboratory.
- May be assigned and coordinate special or ad hoc projects as needed.
- Complete other duties or tasks assigned by the Manager or other leadership.
- Ensures work area in RBS is always kept clean and presentable.
- Remains familiar with SGS quality assurance procedures.
- Complies to all SGS health and safety and HR policies and procedures.