Key Account Specialist- Industrial and
2 weeks ago
Company Description
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**:
The Key Accounts Specialist performs a variety of account management /coordination activities in accordance with SGS procedures and processes and accreditation requirements to ensure all customer contracts are administered to meet customers’ needs and expectations and deliver the highest level of customer satisfaction.
- Be the primary point of contact for selected clients.
- Become the clients’ focal point for SGS CBE services post contract award and work to the agreed client plan
- Monitor and manage contract performance.
- Provide liaison between CBE personnel involved in the performance of the contract and manage contract communication.
- Undertake contract specific activities, including design and development of contract documentation, organization of required training, project reviews and reporting.
- Communicate with auditors regarding program announcements, procedures, etc. and coordinate any auditor trainings as agreed upon between SGS and client.
- Report to the clients Senior Management at set intervals on the performance and results of the project activities.
- Achieve client retention targets and receive high customer satisfaction survey results by providing excellent customer service.
- Manage risk with respect to poor performance and client expectations. Report to management on a recurring basis on the results and corrective action being taken.
- Promote the image, capability and integrity of the company.
- Implement process improvements to ensure we continuously improve on our service delivery metrics specifically the timely issuance of certifications to achieve expectations
- Any other projects that might be assigned from time to time
**Qualifications**:
- Community College diploma is required. Bachelor’s Degree preferred.
- Over 3 years of previous working experience in a customer care representative or administrative role
- Written and verbal communication in English
- Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and / or the general public; that demonstrates sensitivity and diplomacy.
- 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.
- Ability to exercise discretion and independent judgment when necessary.
- Demonstrates excellent verbal and written communication skills including grammar and composition.
- Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.
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