Make an impact with SGS! With more than 94,000 employees and 2,600 offices and laboratories across the world, SGS is a silent force working hard behind the scenes to deliver quality and integrity to businesses across nine industries. As the world’s leader in providing inspection, verification, testing and certification services, Forbes ranked the SGS Group as one of the world’s top multinationals and one of the world’s most innovative companies. The Dow Jones Sustainability Index has also recognized the SGS Group for its sustainability processes. In Canada, SGS employs over 2,000 team members across 70 locations.

This position is responsible for executing Client Services activities in a fast-paced laboratory and is the primary point of contact for clients. Specific accountabilities include customer service support, sample login, client setup, payment processing, administrative tasks and liaison with the lab.

Responsibilities include:

• Communicate with internal and external clients (ex. Clarifying client instructions and requirements, estimated turnaround time and notifications of missed turnaround dates, client information to laboratory, client concerns to management).
• Manage the client experience through accelerated customer service and support.
• Receive samples and log them into laboratory software.
• Create and maintain client financial account and communication profile.
• Execute business partner enquiries.
• Liaise with laboratory staff to meet customer expectations.
• Deliver results data to achieve customer satisfaction by maintaining specified turnaround targets.
• Process payments and respond to account balance questions.
• Respond to customer concerns and complaints and initiate corrective or preventative actions.
• Comply and ensures that all work follows the Quality Management System set out.
• Promote the QMS practice of continuous improvement by addressing corrective actions, preventive actions through the management review process.
• Support marketing tactics through emails and mail-out.
• Order supplies through SGS procurement and coordinate shipments (in-going/out-going).
• Conduct laboratory duties, as required.
• Promote a team environment and engagement.
• General accountabilities for personnel include adherence and training on health and protocols in the laboratory, personnel reviews, development plans and personnel training as per the Quality System of SGS Canada.
• Act with professionalism at all times when representing the business to both clients and fellow employees.

• Education: A post secondary education (degree and/or diploma) in agriculture, sales or business administration.
• Experience: Minimum of 2 years previous work experience in agriculture, sales or business administration
• Previous experience and knowledge of agriculture and/or client services would be a strong asset.
• Ensure accurate data entry in order to log in samples and correspond with clients.
• Proficient in using various types of computer software (Microsoft 365 and internal).
• Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Demonstrates excellent verbal and written communication skills including grammar and composition
• Excellent interpersonal skills.
• Ability to work well with others & independently.
• Proven time management skills and a strong attentions to detail.
• Works well under pressure.
• Extended hours and shiftwork may be required from time to time.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process.  Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.