Job 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.

This position is responsible for communications with internal & external clients for the Environmental Services group. This would include acting as an advocate and facilitator for all clients and assist the Operations Manager/ Assistant Operations Manager with external customer service and support.

This position will also assist the Operations Manager/ Assistant Operations Manager with scheduling and priorities in order to maintain service deadlines.

• Communicate with internal and external clients (ex. Clarifying clients instructions and requirements, estimated turnaround time and notifications of missed turnaround dates, providing status reports, providing quotations, sending acknowledgements of analytical requests to clients, client information to laboratory, relaying information regarding methods, detection limits etc.)
• Assist the Operations Manager/ Assistant Operations Manager and sales staff with external customer service and support.
• Liaise with laboratory supervisors and staff to resolve day-to-day problems in meeting customer expectations.
• Respond to customer concerns and complaints and initiate corrective or preventative actions.
• Accountable for the top line of sales through customer retention and additional sales from current and new clients.
• Uses an innovative approach to cost reduction and both efficiency and effectiveness through the use of email, minimum billing, credit cards, cheque and shipping.
• Responsible for ensuring that Environmental Laboratory Services is responding to and meeting the requirements of their clients. Responsible for the selection of methodology to meet client or regulatory requirements with direction from technical team if required.
• Updating client files in LIMS. Works with Sample Reception staff and coordinates with Invoicing staff to ensure that reports are correct from the client information, invoice and structure point of view.
• Accountable for reporting all non-conformances to the QA/QC Coordinator and any problems from specific guidelines to the proper authorities.
• Will act as first line for client communication, e.g., phone, fax, email, and tradeshows with travel as required to meet clients and to represent SGS Environmental Services at various meetings.
• Covers for other members of this team in their absence.
• Will provide senior management with regular workload forecasts and client updates by providing and maintaining a client database for Environmental Laboratory Services marketing, quality control and general client communication purposes that is easily accessible to senior management and all client services.
• Promotes the capabilities, facilities, personnel and experience of SGS Lakefield.
• Accountable for the delivery of data to achieve customer satisfaction by maintaining production and specified turnaround targets.
• Help arrange/coordinate client site tours, conference, etc.
• May be assigned and coordinate special or ad hoc projects as needed.

Qualifications

• A post-secondary education in a Science related program (Chemistry, Biochemistry, or Environmental Science etc.) is required.
• Knowledge of good laboratory practices and good management practices.
• Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
• Candidates must be proficient in using various type of computer software (Word, Excel, PowerPoint, Outlook 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.
• Works well under pressure.
• Extended hours may be required from time to time.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies

Additional Information

Compensation: $60,000 - $68,000 CAD

Some benefit highlights:

• 80% coverage Health, Dental and Vision
• Enhanced Paid time off benefits
• RRSP Program Eligibility

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.