Manager, 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

• Facilitates client concerns and requests and communicates to appropriate personnel 
• Manage Client Service Department to maintain or improve efficiency and quality of laboratory 
• Communicate necessary changes or information to department personnel. 
• Ensures procedures are performed accurately and consistently throughout the Client Service
• Department 
• Hires personnel, determines technical training needs of personnel and oversees all employee related issues
• Conducts employee performance reviews and provides ongoing guidance for continued employee development 
• Evaluate client concerns, complaints and trends 10
• Recommend changes to accommodate client needs to ensure customer satisfaction 10
• Maintains confidentiality of both client and company protocols 10
• Ensures that the Quality Management System is implemented and maintained in accordance with ISO 17025 standard

LEADERSHIP/SUPERVISORY RESPONSIBILITIES

• Provides guidance and/or leadership to others, including indirect reports, peers, or managers
• Has hiring and terminating responsibilities
• Supervises others

EDUCATION AND EXPERIENCE

• 4-year degree in Food Science, Microbiology or closely related field; Alternatively, equivalent work experience Required
• 5+ years of laboratory experience Required
• 3+ plus years in a supervisory role Required
• Effective problem prevention and problem-solving skills Required
• Written and verbal communication skills necessary to cross multiple disciplines Required
• Proficiency with Microsoft Word and Excel Required
• Proficiency with LIMS and Client Portal systems Required
• Ability to interact with clients, affiliates, and employees effectively while maintaining a professional and pleasant work approach even under stressful conditions Required

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 company’s rights to assign or reassign duties and responsibilities to this job at any time.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will receive a call back.  Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.