Director, Client Services

Director, Client Services

Under the direction of the Business Vice President and serving as an integral member of the SGS North America senior management team, the Director, Customer Service provides leadership to excel customer service to support growth, and profitability in accordance with Company objectives. Responsible for the entire customer services department within the business line and all aspects of set KPI related customer satisfaction and growth as well as efficiency and best practice.

• Defines strategy and targets for Customer Service within the segment in conjunction with VP, including measurable KPI allowing the business to grow successfully and profitably
• Ensure an inclusive service to customers with best order handling and client accompaniment considering the agreed service levels for quality, cost, time
• Ensures unique client experience in an integrated service offering covering multiple execution sites
• Develops and ensures customer service-related process harmonization along with the development of segment from both organic and acquisitive growth
• Enhancement and optimization of internal processes as well as implementation of processes related to customer order handling and client requirements
• Management (technical and disciplinary) of the Customer Services team Planning and execution of the segment in view of cost, quality and efficiency
• Coordination of specific projects Liaison contact for the relevant linked units (sales, laboratory, experts, CBE, global sales structure, other affiliates)
• Communication to customer service team and management the business strategy, personnel changes, market changes and technical updates
• Ensuring accountability of team to highest quality and integrity standards (according SGS QM standards and Code of Integrity) as well as current legislation and HSE requirements Strives for best-in-class customer service perception by clients
• Actively gathers feedback from clients of potential additional services, improvement of service quality and development of answers to upcoming and new topics
• Coordinates and handles client complaints and claims in conjunction with other business partners as needed (legal, sales, technical experts, management, etc.)
• Support laboratory to define priorities and development needs based on upcoming client needs and/or regulatory requirements
• Ensure timely provision of technical client proposals
• Ensures ongoing contact and communication with existing clients, implement support processes and build relations with new clients

• Bachelor's degree or equivalent Required
• Minimum of 10 years' experience managing customer relations or sales Required
• Master's degree in combination with described above experience Required
• Experience in Service Industry Required

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.

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