Client Specialist I -Crop Science (Multispecies)

Company Description

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 89,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.

Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

Job Description

POSITION SUMMARY

The Client Specialist is the key provider of customer care acting as liaison between clients and our technical laboratory staff. In this position, you will provide our clients with outstanding customer service using excellent communications skills and automated information systems. Must be able to analyze the customers' needs, setup accounts, ensure correct analysis is performed, and transmit the final report of analysis with necessary training.

REPORTING LINE: 

• Directly reports to: Client Service Manager or Laboratory Manager

JOB FUNCTIONS

• Communicate with clients, answering or routing questions as appropriate and liaison between client and technical laboratory staff.
• Set up new client accounts in the LIMS and in conjunction with Accounting Department; periodically updating client account information as needed.
• Receive and log submitted testing samples, identifying sample priority, verifying sample information, noting special requests and instructions. This includes routine, daily samples, special projects and retrieving samples for retesting or additional tests as requested.
• Track tests for timely completion and assure clients receive results on timely basis.
• Issue reports, certificates, certificate revisions and document accordingly to meet client needs and within SGS guidelines.
• Transfer laboratory test information from LIMS to Accounting for invoicing after verifying for accuracy.
• Proactively initiate sales with current or prospective clients that contact the laboratory for expanding current testing activities or developing testing solutions for the client’s needs.
• Train and convert clients to usage of website for results and information.
• Inform management staff of all customer concerns.
• Maintain records, files and related to duties.
• Ensure quality and confidentiality of client and company information and take an active role in updating Quality System.
• Maintain quality protocols for testing area and implement preventative practices.
• Assist in other areas of the company as needed.
• Promote responsibility, good work habits, a positive work environment and improving customer service.
• At all times, comply with SGS Code of Integrity and Professional Conduct.

LEADERSHIP/SUPERVISORY RESPONSIBILITIES

• Provides guidance and/or leadership to others, including indirect reports, peers, or managers No
• Please provide examples of supervisory responsibilities
• Has hiring and terminating responsibilities No
• Supervises others No
• Number of employees directly reporting

Qualifications

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required, college degree preferred. Required
• 0-2 years experience in a customer service support, preferably in an agriculture testing laboratory Required

LICENSES / CERTIFICATIONS

• n/a

KNOWLEDGE / SKILLS / ABILITIES

• Must be detail-oriented, well organized, and able to work independently and as part of an effective team.
• Excellent communications skills required at the local level with personnel and clients, and with SGS management.
• Must be able to work in a fast paced environment.
• Strong administrative, analytical and problem solving skills required.
• Ability to handle a variety of projects effectively, efficiently and with confidentiality.

ADDITIONAL KSAS

• Proficiency in Microsoft Office to include Word, Excel, PowerPoint

EQUIPMENT

• This job operates in a professional laboratory environment. This role routinely uses standard office equipment such as computers and phones, but also laboratory equipment, including balances, shakers, extractors, hoods, chromatographs, mass spectrometers, etc

PHYSICAL DEMANDS OF THE JOB

• Stand Never 
• Move or traverse Never 
• Sit Never 
• Use hands Never
• Reach with hands and arms Never
• Climb or balance Never
• Stoop, kneel, crouch or crawl Never