Specialist, Client Service Delivery
SGS North America Inc.

Company Description

We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

• Receive and process orders accurately from clients, sales, KAMs and affiliates
  
• Supports 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
  
• Compile and submit Contract Purchase Agreement request via Oracle
  
• Ensure Purchase Orders correlate with quotations received from sales as well as the corresponding parts of the Order Confirmation and reconcile any differences prior to issuance
  
• Ensure IDNs/ invoices received from intercompany affiliates correlate with internal costs for testing. Disputes any overcharges with the appropriate divisions as applicable
  
• Submit intercompany affiliate IDNs/invoices to AP for validation and payment.
  
• 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.

• HS Diploma
  
• Associate's Degree in a science-related field or technical area
  
• General knowledge of chemistry, engineering or biology