Customer Service Representative
2 weeks ago
We are SGS - the world's leading Testing, Inspection and Certification company. We are recognized as the global benchmark for quality and integrity.
Our 96,000 employees operate a network of 2,700 offices and laboratories, working together to enable a Better, Safer and more Interconnected world.
Job Description:
This position will work with customers both internal and external providing support, information and/or documentation in response to their requests; or inquiries about SGS services, pricing and status of analysis, ongoing throughout the performance of the Company's contractual obligations.
RESPONSIBILITIES
- Receive and process customer requests for services
- Prepare and provide customers with reports, certificates, and documents for the services performed by SGS personnel.
- Print and send fax acknowledgements of the receipt of samples to the client depending on the system used.
- Check work instructions, method code, reporting, pricing and invoicing instructions with respect to sales quotations, client instructions and client profile information.
- Maintain filing system.
- Enter client supplied data into the database system to produce sample labels, work orders, work sheets, and various reports.
- Prepare and forward to customers timely and accurate invoices for services performed
- Receive and validate supplier invoices, assign codes and prepare payment requisitions; maintain payable and receivable accounting files.
- Monitor accounts receivable and communicate with customers to collect unpaid account balances when required
- Enter and maintain timely processing of information in Company business systems
- Issue quotations from standard price lists
- Document customer inquiries related to questionable data, late reports, errors in reports and invoices, etc. in the customer case log and close the case once the QC investigation is complete.
- Prepare and maintain complete and accurate customer files for services performed to facilitate inquiries, support customer invoicing and vendor payables, and to ensure compliance with both internal/external audit requirements
- Assemble and/or prepare information and documentation required to facilitate the preparation of month end working papers, accruals and general ledger entries
- Maintain job order records and filing systems
- Investigate and resolve both internal/external customer inquiries and complaints with branch manager or supervisor and QA Manager.
- Maintain the Case log
- Generate and maintain spreadsheets, graphs and/or reports as assigned by the management.
- Schedule employees for inspections (i.e. train supervisions, audits) as necessary
- Receive, inspect, sort, and label client samples; login samples to the SGS system, prepare labels and dispatch the samples to Subcontract samples to other SGS laboratories or external nonSGS laboratories as appropriate and maintain the subcontract documents.
- Perform customer clearance of samples, standards, etc. as needed.
- Conduct procurement, shipping, and subcontracting and maintain documents
- Communicate & work directly with other CSR globally
- Recognize the 'flow' of the clients needs for specific jobs.
- Understand the importance of proper protocol to prevent future claims
- Maintains the security of client information when releasing results & issuing reports
- Understand and prioritize multiple clients needs in a timely fashion
- Perform office supply procurement and receiving through BOSS Oracle system.
- Support with switch board duties as necessary. Update and distribution of internal phone list
- Answers and directs telephone calls appropriately. Greets scheduled visitors and directs to appropriate area or person. Greets unscheduled visitors to determine purpose of visit
- Organization of special events such as Christmas, charity, fund raiser donations, etc. Provides mutual backup support to other technical staff as required.
- May be assigned and coordinate special or ad hoc projects as needed.
- Develop and maintain strong relationships with individuals at all organizational levels both internal and external
- Coordinate and/or communicate customer service requirements with other appropriate departments and locations work together in order to deliver timely and effective customer service
- Ensure full compliance with the Company's Health and Safety, Code of Integrity, and Professional Conduct policies.
Qualifications:
Minimum of a High School Diploma or a General Educational Development equivalency (GED).
- A post secondary education in a recognized administration or science program would be an asset.
Specific technical skills:
- Good hand/eye coordination when handling samples & various equipment.
- Must use good judgment t
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