Supervisor, Client Service

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.

Responsible for providing leadership, direction, and training to Client Service Technicians, Couriers, Client Ambassadors/Client Service Representatives and other workers in the Sample Receiving and Courier Departments. Facilitates employee conformance to Good Laboratory Practices and all specified Operating Procedures. Ensures compliance to all client requirements and communicates requirements to laboratory personnel.

JOB FUNCTIONS

• Oversees all Client Service Receiving, Ambassador and Courier functions as required
• Performs Client Service Receiving, Ambassador and Courier functions as necessary
• Responsible for interviewing, hiring and training Sample Receiving, Courier and Ambassador personnel
• Coordinate courier pick-ups with clients, track courier pick-ups and create reports for billing purposes
• Interface with outside shipping providers to ensure clients requirements are met
• Responsible for vehicle maintenance to make sure vehicles are in proper working order
• Provides feedback to direct reports, conducts employee performance reviews and provides ongoing guidance for continued employee development
• Schedules personnel to facilitate an efficient operation
• Communicates necessary changes or information to his or her department
• Identifies quality related problems and initiates immediate investigation, corrective action, and follow up
• Ensure the Quality Management System is maintained in accordance with the ISO 17025 standards
  

LEADERSHIP/SUPERVISORY RESPONSIBILITIES

• Provides guidance and/or leadership to others, including indirect reports, peers, or managers
• Has hiring and terminating responsibilities
• Supervises others
• Number of employees directly reporting - Supervisory: 5-15

IMPACT OF DECISIONS

• Continued client sales/business.
• Brand reputation.
• Actions and decisions of the position have impact primarily on the position's own department (results, schedules, performance) with potential impact on other departments

ANALYTICAL THINKING/PROBLEM SOLVING

• Anticipate and resolve client problems. Forwarding to the appropriate individual where necessary.
• Document and create corrective or preventative actions when concerns arise and proactively seek improvements.
• Review, develop and modify SOPs, Work Instructions related to Client Services.
• Position requires independent thinking as to how to resolve problems using the procedures and standards available. Makes procedure decisions by evaluating alternatives from established routines and standing instructions to achieve the job responsibilities.

EDUCATION AND EXPERIENCE

• 4-year degree in Microbiology/Chemistry, related field, or equivalent work experience Required
• 3+ year experience in Client Service or Laboratory Operations Required
• Effective problem prevention and problem-solving skills. Required
• Strong written and verbal communication skills necessary to cross multiple disciplines Required
• Excellent interpersonal and problem-solving skills Required
• Proficiency with Microsoft and Word/Excel Required
• Proficiency with LIMS and ASnAP systems Required
• Ability to interact with clients effectively while maintaining a professional and pleasant work approach even under stressful conditions Required
• Ability to work independently or with minimal supervision Required
• Flexibility is required to meet sudden and unpredictable need Required
• 3-5 year experience in a commercial food testing laboratory Preferred

KNOWLEDGE / SKILLS / ABILITIES

• Language Skills: English/Highest level of knowledge required Advanced - Required
• Mathematical Skills: Intermediate- Required
• Reasoning Skills/Abilities: Intermediate- Required
• Computer Skills: Proficiency with Microsoft Office, familiarity with databases and LIMS: Advanced- Required
• Demonstrated leadership and team building competencies, strong project management and complex problem-solving abilities Advanced- Required
• Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the companys rights to assign or reassign duties and responsibilities to this job at any time.

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