Customer Service Representative

Job Description Full-time office job paid by the job -$21-22/h + benefits starting day 1. Language requirement: English (75%) + French (25%) to perform the job. 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. Deliver timely and trustworthy service to the customer while ensuring that Company quality and integrity standards are preserved.

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; log-in samples to the SGS system, prepare labels and dispatch the samples to Sub-contract samples to other SGS laboratories or external non-SGS laboratories as appropriate and maintain the sub-contract documents.
• Perform customer clearance of samples, standards, etc. as needed.
• Maintain payable and receivable accounting files. May sort, process and verify applications, receipts, expenditures, forms and other documents.
• Conduct procurement, shipping, and sub-contracting 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 back-up 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.
• 1 - 3 years of previous working experience in an Administrative related role.

Specific technical skills:

• Good hand/eye coordination when handling samples & various equipment.
• Must use good judgment to identify and resolve problems on the job. When in difficulty refer problems to his/her supervisor for resolution.
• Intermediate level of creativity required in solving routine problems.
• Able to work well under pressure during high (peak) workloads and balancing conflicting demands of high volume versus the quality of results.
• Candidates should be proficient in using various type of computer software (Word, Excel, etc.).

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.
• Ability to work well with others & independently.
• Proven time management skills and a strong attention to detail.
• A solid understanding of Oracle applications would also be an asset.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.

Additional Information 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 and in Canada.