Customer Care Representative

SGS; Montréal-Est; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in testing, inspection, and certification is seeking a Customer Service Representative. The role involves issuing certificates, managing customer inquiries, and supporting junior staff. Ideal candidates will have strong communication skills and experience in an administrative capacity.

Qualifications

• 2 to 4 years of experience in an administrative role.
• Assist with training Junior Customer Service Representatives.

Responsibilities

• Issue and review certificates and documentation.
• Handle customer inquiries and complaints.
• Prepare and validate invoices and reports.

Skills

Communication

Problem Solving

Teamwork

Education

High School Diploma

Post Secondary Education

Tools

Oracle

Word

Excel

Job description

Company Description

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.

Job Description

This position will be responsible for the issuance and review of certificates, documentation, invoicing. Mentor or give direction to Junior Customer Service Representative and provide training on best practices. 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. Incumbents must be capable of multi-tasking to meet the department needs of working with multiple managers and assignments simultaneously.

J OB FUNCTIONS

• Customer Related
• Builds and maintain business relationship with clients by providing prompt and accurate service to promote customer loyalty
• Receive and process customer requests and orders for services
• Prepare, verify reports, certificates and invoices to send to the customers
• Prepare and provide customers with reports, certificates, and documents for the services performed by SGS personnel
• Receive, inspect, sort, and label client samples; log-in samples to the SGS system, prepare lab forms and dispatch the samples to SGS laboratories or external non-SGS laboratories if necessary
• Check work instructions, method code, reporting, pricing and invoicing instructions with respect to sales quotations, client instructions and client profile information.
• Handle customer inquiries and complaints – knowing when to escalate to the appropriate level.
• Checking and verification of invoices received from JCSR for accuracy prior to approval and final submission of invoices to the client.
• Client Administration and Invoicing
• Uses standardized templates to create reports to be filled in by the laboratory when record testing results. Maintain and prepare reports from manual or electronic files, inventories, mailing list and databases.
• Maintains templates and prepares new templates as is required based on frequency of testing and updated calibrations and governing specifications.
• Opens job files both in Oracle and on the local database. Open electronic job folders in project folder
• Prepares documents for submission to ABSA.
• Invoicing both in local database and Oracle, submitting invoices for review and approval
• Distributes data and reports to customers via email and mail
• Processes credit and debit payments
• 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
• 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
• Finance and Office Administration
• Review and validate information and documentation required to facilitate the preparation of month end working papers, accruals and general ledger entries.
• Prepare and maintain reports, job order records, case logs, spreadsheets, graphs, databases, and filing systems as assigned.
• Ensure that payable and receivable accounting files are current.
• Perform procurement of materials/services as needed and receiving through BOSS Oracle system.
• Back up for CSR duties like attending to the switchboard
• Responsible for Office administration activities such as maintaining coffee and stationery inventory, preparing office supply requisitions.
• Ensure smooth operation of office equipment and machinery, arrange for any maintenance and repair work.
• Arrange travel and accommodation reservations.
• Assists in organizing special events such as Christmas, charity, fundraiser donations, etc. Provides mutual back-up support to other technical staff as required.

Training

• Assist with training of Junior Customer Service Representatives. Give accurate direction and support to Junior staffs to facilitate successful completion of organization’s targets and performance goals
• New Hire Orientation at the site.
• Follow company health and safety policies, Quality system Protocols, Code of Integrity and Professional Conduct policies.
• May be assigned and coordinate special or ad hoc projects as needed.

#SGSSJ

Qualifications

Education:

• 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.
• 2 to 4 years of previous working experience in an Administrative related role.

KNOWLEDGE / SKILLS / ABILITIES

• 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.
• 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.
• 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.
• Ability to type and perform routine office, administrative tasks

Additional Information

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 and Indigenous status, 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.

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.