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Client Service Supervisor

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Customer Support
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042904 Requisition #
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The Client Service Supervisor is responsible for the supervision of the Project Specialists and is required to utilize their technical expertise and leadership skills to ensures clients expectation of laboratory services are exceeded.

This position is expected to hire, direct, plan, organize and motivate staff in the performance of their responsibilities and functions. The Client Service Supervisor is accountable for, and ensures that operational targets and customer expectations are met and exceeded in a timely and effective manner while observing corporate quality, environmental, Health & Safety requirements.

 

Responsibilities:
• Overall client satisfaction with the labs services
• Developing and maintaining client accounts
• Hiring, training and development of direct reports.
• Utilizing technical expertise to train staff on regulations, analytical protocols and working tools
• Supervision of dayly tasks such as time management and planning
• Monitor work flow, prioritize client needs as required
• Liaise with Sample Reception, Log-In, Lab and Data Management staff to ensure client deliverables are understood and met
• Ensuring compliance with QA department and procedures, in accordance with corporate policies and professional standards
• Participating in internal and external client meetings, calls, presentations, tradeshows
• Anticipate client and market needs, develop strategic business plans and communication plans
• Works wihtin SGS Itegrity, Data Safe and Health and Safety Policies
• The Client Service Supervisor works with other members of the Senior Management Team to ensure accountability of department and service delivery
• Liaise with Account Executive team, Clients, and internal and external stakeholders to drive revenue and growth
• Achieving the budgeted and profitable growth of the operation by:
• Ensuring the operation is suitably equipped, staffed and that approved SOPs are used for the provision of a quality service to clients.
• Monitor ways to increase productivity and efficiency through team leadership, process improvement and introducing new technology.
• Assists with the preparation of the annual budget for the operation and works with the teams to meet/exceed the targets as specified in that budget.
• Ensures the operation is run according to the Strategic and Business Plan.
• Responsible for achieving Budget, KPI, Revenue and LC targets.
• Accountability for compliance to local and provincial Environmental regulations for air, waste, water, and soil.
• Quality Improvement inidiatives and deliverables around client complaints, data, personnel performance, turnaround.
• Client Satisfaction (meeting external and internal customer expectations from a service, quality and turnaround perspective)
• Provides authoritative opinions in their area of expertise and finds new and innovative ways of improving production efficiencies.
• General technical accountabilities include assisting client services or management with RFQ/RFP’s, as well as providing technical direction to client services.
• Working with Operations to solve day-to-day production and process problems, providing technical and operational leadership and guidance to staff.
• Promotes a team environment among staff.
• Ensures the training needs of staff are met and maintains a motivated workforce. Sets goals, reviews employee job performance, and assesses training needs at least once annually.
• Acts with professionalism at all times when representing the business to clients, peers and employees.
• Ensures that company policies are followed and understood by all personnel.
• Travel, off-site consulting, ad hoc projects and extended hours will be required.
• May be assigned special or ad hoc projects as needed.
• Based in Mississauga but spending a minimum of 1 day/week in Lakefield Laboratory.

 



Qualifications:

• Education: University degree in a Science related program with a strong preference in Chemistry or Environmental Science
• Experience: Minimum 10 years experience in a commerial testing laboratory and 5 years experience providing client services
• Extensive knowedlge of Regulatory requirements
• Ability to travel to client meetings and presentations.
• Valid driver’s license.
• Expert working knowledge of the Canadian Environmental Services industry and more particularly of O.Reg 153
• Strong leadership and management skills with a demonstrated ability to lead and manage people.
• Superior organizational, communication and interpersonal skills are essential.
• A sense of diplomacy and networking skills are essential to build relationships with external clients as well as key internal personnel.
• Excellent customer service, client support, and business service consulting skills.
• Possess excellent verbal and written communication skills and be proficient in using various types of computer software (Word, Excel. PowerPoint, Outlook, Oracle and LIMS).
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Ability to work well with others & independently.
• Proven time management skills and a strong attention to detail.
• Works well under pressure.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.


Additional Information
Today, the environment and sustainability is a major focus for every industry. SGS environmental services helps industries achieve cleaner environments through laboratory analytical and field based testing, certification and specialty services.

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 95,000 employees, SGS operates a network of over 2,400 offices and laboratories around the world.

For candidates who meet these pre-requisites, SGS offers a stimulating professional, environment and a very competitive compensation package.

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian jobs openings must be authorized to work in Canada.

SGS is the World's Leading Inspection, Testing, Verification & Certification Company

SGS Canada is an Employment Equity Employer

Visit www.sgs.com