Client Service Supervisor

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
Oversees all Client Service Receiving, Ambassador and Courier functions as required
Performs Client Service Receiving, Ambassador and Courier functions as necessary
Responsible for interviewing, hiring and training Sample Receiving, Courier and Ambassador personnel
Coordinate courier pick-ups with clients, track courier pick-ups and create reports for billing purposes
Interface with outside shipping providers to ensure clients requirements are met
Responsible for vehicle maintenance to make sure vehicles are in proper working order
Provides feedback to direct reports, conducts employee performance reviews and provides ongoing guidance for continued employee development
Schedules personnel to facilitate an efficient operation
Communicates necessary changes or information to his or her department
Identifies quality related problems and initiates immediate investigation, corrective action, and follow up
Ensure the Quality Management System is maintained in accordance with the ISO 17025 standards
LEADERSHIP/SUPERVISORY RESPONSIBILITIES
Provides guidance and/or leadership to others, including indirect reports, peers, or managers Yes
Has hiring and terminating responsibilities Yes
Supervises others Yes
Number of employees directly reporting - Supervisory; 5-15 Non-Supervisory
JOB COMPLEXITY
Navigate complex client requests involving multiple projects and sites
Interprets and evaluates problems occurring which may not conform to clearly established practices and precedents. Knowledge of a variety of complex rules, procedures or work methods.
EDUCATION AND EXPERIENCE
4-year degree in Microbiology/Chemistry, related field, or equivalent work experience Required
3+ year experience in Client Service or Laboratory Operations Required
Effective problem prevention and problem-solving skills. Required
Strong written and verbal communication skills necessary to cross multiple disciplines Required
Excellent interpersonal and problem-solving skills Required
Proficiency with Microsoft and Word/Excel Required
Proficiency with LIMS and ASnAP systems Required
Ability to interact with clients effectively while maintaining a professional and pleasant work approach even under stressful conditions Required
Ability to work independently or with minimal supervision Required
Flexibility is required to meet sudden and unpredictable need Required
3-5 year experience in a commercial food testing laboratory Preferred
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.