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
The Key Accounts Specialist performs a variety of account management /coordination activities in accordance with SGS procedures and processes and accreditation requirements to ensure all customer contracts are administered to meet customers’ needs and expectations and deliver the highest level of customer satisfaction.
• Be the primary point of contact for selected clients.
• Become the clients’ focal point for SGS CBE services post contract award and work to the agreed client plan.
• Monitor and manage contract performance.
• Provide liaison between CBE personnel involved in the performance of the contract and manage contract communication.
• Undertake contract specific activities, including design and development of contract documentation, organization of required training, project reviews and reporting.
• Communicate with auditors regarding program announcements, procedures, etc. and coordinate any auditor trainings as agreed upon between SGS and client.
• Report to the clients Senior Management at set intervals on the performance and results of the project activities.
• Achieve client retention targets and receive high customer satisfaction survey results by providing excellent customer service.
• Manage risk with respect to poor performance and client expectations. Report to management on a recurring basis on the results and corrective action being taken.
• Promote the image, capability and integrity of the company.
• Implement process improvements to ensure we continuously improve on our service delivery metrics specifically the timely issuance of certifications to achieve expectations.
• Any other projects that might be assigned from time to time.
• Business Development:
• Identify and drive business development opportunities for existing client accounts in the US and CA selected by management. Identify and provide inputs on new revenue opportunities will be developed for each client and align with internal stakeholders.
• Collaborate with the sales team responsible for converting the new business development opportunities into a sales win. Work with the sales team during pre/contract sales negotiations and presentations.
• Achieve annual targets for identifying new business development opportunities that are realized into Sales.
• Achieve annual new business development targets that are converted into realized sales for the business. Your business development pipeline will be evaluated quarterly to ensure that you are trending toward achieving the annual target.
Qualifications
• Community College diploma is required.
• Over 3 years of previous working experience in a customer care representative or administrative role
• Bachelor’s Degree preferred.
• Written and verbal communication in English
• Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and / or the general public; that demonstrates sensitivity and diplomacy.
• 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, Certnet, or current SGS scheduling system, Microsoft Outlook etc.).
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Ability to exercise discretion and independent judgment when necessary.
• Demonstrates excellent verbal and written communication skills including grammar and composition.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.
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.
