We are SGS. The world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 89,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

This position is responsible for executing Branch Services activities and is the primary point of contact for the office and laboratory. Specific accountabilities include (internal) customer service support, sample login, client setup, payment processing, administrative tasks and liaison with the lab.

Responsibilities include but are not limited to the following:
• 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, escalate concerns to management).
• Manage the client experience through accelerated customer service and support.
• Receive samples and log them into laboratory software or prepare them for courier remittance.
• Execute business 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 (QMS) 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.

• Superior organizational, communication (English and French mandatory) and interpersonal skills are essential.
• Ensure accurate data entry in order to log in samples and correspond with clients.
• Proficient in using various types of computer software (Microsoft 365 primary 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.