Customer Service Representative SGS

Acsenda; Vancouver; On-site; CAD 24,000 - 34,000; Full time

Benefits offered by this job

Health benefits

PTO

RRSP eligibility

Full-time schedule

Career development

Diversity & inclusion

Job summary

SGS is seeking a Customer Service Representative in Vancouver, BC to support daily administrative operations and client coordination for inspection, testing, and certification services.

You will be the main contact for customers, manage documentation, and assist in invoicing and reporting processes.

Qualifications

• High School Diploma or GED is required.
• Post-secondary education in Business Administration, Office Administration, Science, or related discipline is an asset.
• 1–3 years of administrative, customer service, or office support experience.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook).
• Strong written and verbal communication skills with customers and internal stakeholders.
• Attention to detail and data entry accuracy in a fast-paced environment.
• Ability to solve routine operational challenges independently.
• Strong organizational skills with multi-priority management.
• Experience handling samples and equipment.
• Experience supporting customers and resolving inquiries professionally.

Responsibilities

• Receive and process customer requests for inspection, testing, and certification services while ensuring timely and accurate communication.
• Prepare and distribute reports, certificates, service documentation, and supporting records for completed customer requests.
• Review client instructions, work orders, quotes, pricing, and invoicing requirements to ensure service accuracy.
• Maintain organized filing systems and customer records according to policies and quality standards.
• Process supplier invoices, assign accounting codes, and prepare payment requisitions.
• Monitor outstanding customer balances and communicate with clients regarding overdue accounts.
• Prepare and maintain complete customer files to support invoicing, audits, and inquiries.
• Create, update, and maintain job orders, service records, and documentation.
• Schedule inspectors, auditors, and field personnel for inspections and service assignments.
• Receive, inspect, label, and log customer samples in internal systems with traceability.
• Coordinate shipment of samples to SGS laboratories or approved external labs.
• Ensure all administrative processes comply with company standards and audits.
• Collaborate with laboratory personnel, operations, accounting, suppliers, and customers.

Skills

Administration

Customer service

Communication

Attention to detail

Problem solving

Coordination

Multitasking

Sample handling

Documentation

Microsoft Office

Education

High School Diploma or GED

Business Administration / Office Administration (asset)

Science related discipline (asset)

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

• Reporting To: Customer Service Supervisor / Operations Manager
• Industry: Testing, Inspection, and Certification Services
• Location: Vancouver, British Columbia
• Position Type: Full-time
• Compensation: $20.92 per hour

Position Overview

Our team is seeking an organized, detail-oriented Customer Service Representative to support daily customer service and administrative operations. As a key member of the branch operations team, you will serve as the primary point of contact for clients, helping coordinate services, manage documentation, maintain records, and support invoicing and reporting processes.

Reporting to the Customer Service Supervisor and Operations leadership team, you will work closely with customers, inspectors, laboratories, suppliers, and internal departments to ensure efficient service delivery, accurate record keeping, and compliance with company quality standards. This position requires strong administrative capabilities, excellent communication skills, and the ability to perform effectively in a high-volume environment.

Key Responsibilities

• Customer Service Administration: Receive and process customer requests for inspection, testing, and certification services while ensuring timely and accurate communication.
• Reporting & Documentation: Prepare and distribute reports, certificates, service documentation, and supporting records for completed customer requests.
• Quotation & Contract Review: Review client instructions, work orders, sales quotations, pricing information, method codes, and invoicing requirements to ensure service accuracy.
• Records Management: Maintain organized filing systems and customer records in accordance with company policies and quality management requirements.
• Accounts Payable Support: Receive, verify, and process supplier invoices; assign accounting codes and prepare payment requisitions for approval.
• Accounts Receivable Management: Monitor outstanding customer balances and communicate professionally with clients regarding overdue accounts when necessary.
• Customer File Maintenance: Prepare and maintain complete and accurate customer files to support invoicing, compliance, audits, and customer inquiries.
• Job Order Administration: Create, update, and maintain job orders, service records, and operational documentation.
• Scheduling Coordination: Schedule inspectors, auditors, and field personnel for inspections, audits, and service assignments as required.
• Sample Processing & Tracking: Receive, inspect, sort, label, and log customer samples into internal systems while ensuring accuracy and traceability.
• Laboratory Coordination: Prepare sample documentation and coordinate shipment of samples to internal SGS laboratories or approved external laboratories.
• Compliance & Quality Assurance: Ensure all administrative processes comply with company standards, client requirements, and audit expectations.
• Cross-Functional Support: Collaborate with laboratory personnel, operations teams, accounting staff, suppliers, and customers to facilitate efficient service delivery.

Skills & Qualifications

• Education: High School Diploma or General Educational Development (GED) equivalent required.
• Post-Secondary Education (Asset): Coursework or education in Business Administration, Office Administration, Science, or a related discipline is considered an asset.
• Experience: 1–3 years of experience in an administrative, customer service, or office support role.
• Computer Skills: Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and other business software.
• Communication: Strong written and verbal communication skills with the ability to interact professionally with customers and internal stakeholders.
• Attention to Detail: Demonstrated ability to maintain accurate records, documentation, and data entry in a fast-paced environment.
• Problem Solving: Ability to exercise sound judgment, identify issues, and resolve routine operational challenges independently.
• Coordination Skills: Strong organizational abilities with experience managing multiple priorities and deadlines simultaneously.
• Sample Handling: Good hand-eye coordination and attention to detail when handling samples and equipment.
• Customer Service Experience: Experience supporting customers and resolving inquiries in a professional and service-oriented manner.

Key Competencies & Work Style

• Customer-Focused: Delivers responsive, professional, and solution-oriented service to internal and external customers.
• Organized: Maintains accurate records, documentation, and administrative processes with minimal supervision.
• Reliable: Demonstrates accountability, consistency, and a strong commitment to quality.
• Detail-Oriented: Ensures accuracy across reporting, invoicing, scheduling, and customer records.
• Adaptable: Responds effectively to changing priorities and operational requirements.
• Collaborative: Works effectively with colleagues across operations, laboratories, and administrative functions.
• Resilient: Performs well under pressure while balancing workload volumes and quality expectations.
• Professional: Communicates clearly and maintains a positive attitude in all workplace interactions.

What We Offer

• Competitive hourly compensation.
• Extended Health, Dental, and Vision coverage with 80% employer-paid benefits.
• Paid time off.
• RRSP program eligibility.
• Stable full-time work schedule.
• Career development opportunities within a global organization.
• Inclusive and diverse workplace environment.

Additional Information

• Work Schedule: Monday to Friday, 8-hour shifts.
• Shift Requirements: Must be available to work rotating shifts including 6:00 AM–2:00 PM, 7:00 AM–3:00 PM, and 8:00 AM–4:00 PM as required.
• Work Environment: On-site position located in Vancouver, British Columbia.
• Language of Work: English.
• Work Eligibility: Candidates must be legally authorized to work in Canada.
• Accessibility: Accommodations are available upon request throughout all stages of the recruitment process.
• Equal Opportunity Employer: SGS is committed to employment equity, diversity, and inclusion.

About the Company

SGS is the world’s leading testing, inspection, and certification company. With approximately 99,600 employees operating across a global network of 2,600 offices and laboratories, SGS is recognized as the benchmark for quality, integrity, and sustainability. The company helps organizations ensure compliance, improve performance, reduce risk, and create trust across a wide range of industries worldwide.