CUSTOMER SERVICE ASSOCIATE RBS

Primary Responsibilities

This document contains the responsibilities applicable to the position: CUSTOMER SERVICE JUNIOR RBS. Failure to comply with the provisions of this document is considered by the signatory parties to be a serious fault and just cause to terminate the employment contract, without compensation for damages.

Customer Service Assistants help inside sales managers collect documentation, generate customer quotes, enter/update quotes and other information in CRM/SAP or others, update information in the Laboratory Information Management System (LIMS), market research, and other tasks as needed.

Specific Responsibilities

• Comply with the SGS Code of Integrity and Professional Conduct.
• Generate accurate and marked quotes in accordance with SGS standards.
• Manage and resolve incidents, complaints and customer requests efficiently.
• Coordinate with different departments to ensure a quick and adequate response to customer needs.
• Coordinate payment terms, prepay requirements, and credit requests with Sales and Finance.
• Coordinate new client onboarding and verify whether accounts already exist. Assist as needed in compiling required documentation for new client and project setup.
• Collect from clients and validate required documentation for new client setup and project initiation.
• Work directly with clients to resolve missing information from required documentation for new client setup and project initiation.
• Deliver an exceptional customer onboarding experience.
• Assist in tracking notifications on older existing quotes as required by affiliate administrators.
• Input quotation and all supporting product documentation data into appropriate systems (e.g., LIMS, CRM, etc.). Work with other departments for successful new client and/or project setup.
• Update changes to customer information in the appropriate systems as instructed.
• Requests for market or customer research may include:
  • Internet search for customer data or articles about vertical markets, regulations, etc.
  • Lead generation: Search for contact lists in various markets
  • Competitor Website Review and Information Summary
• Communicate, as needed, with ISMs and other internal staff.
• Develop skills and knowledge to progress in your career.
• Build trust by providing timely responses to all queries, whether by Teams, email, or phone.
• Promote a positive "It can be done!" attitude and a safe work environment.
• Be well informed and comply with SGS procedures and and standards.
• Take the lead in everything we do and perform other duties as needed to further SGS's mission of service, quality and growth.
• Build and maintain strong working relationships.
• Comply with all SGS QHSE and HR policies and procedures.

Profile

Academic background

• Professional degree in related science, and two years of industry experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to present information effectively in individual and small group situations to the organization's customers or employees.
• Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form.
• Intermediate personal computer skills, including email, Microsoft Office, Salesforce (CRM), job task requests, Internet, online data system.

Experience

Between 1 to 2 years of experience in similar roles or more.

Technical knowledge

Microsoft Office intermediate, Salesforce a plus.

Languages

English B2+ or higher.