Customer Service Representative SGS

• Reporting To: Customer Service Supervisor / Operations Manager
• Industry: Testing, Inspection, and Certification Services
• Location: Vancouver, British Columbia
• Position Type: Full-time
• Compensation: $20.92 per hour

Our team is seeking an organized, detail-oriented Customer Service Representative to support daily customer service and administrative operations. As a key member of the branch operations team, you will serve as the primary point of contact for clients, helping coordinate services, manage documentation, maintain records, and support invoicing and reporting processes.

Reporting to the Customer Service Supervisor and Operations leadership team, you will work closely with customers, inspectors, laboratories, suppliers, and internal departments to ensure efficient service delivery, accurate record keeping, and compliance with company quality standards. This position requires strong administrative capabilities, excellent communication skills, and the ability to perform effectively in a high-volume environment.

• Customer Service Administration: Receive and process customer requests for inspection, testing, and certification services while ensuring timely and accurate communication.
• Reporting & Documentation: Prepare and distribute reports, certificates, service documentation, and supporting records for completed customer requests.
• Quotation & Contract Review: Review client instructions, work orders, sales quotations, pricing information, method codes, and invoicing requirements to ensure service accuracy.
• Records Management: Maintain organized filing systems and customer records in accordance with company policies and quality management requirements.
• Accounts Payable Support: Receive, verify, and process supplier invoices; assign accounting codes and prepare payment requisitions for approval.
• Accounts Receivable Management: Monitor outstanding customer balances and communicate professionally with clients regarding overdue accounts when necessary.
• Customer File Maintenance: Prepare and maintain complete and accurate customer files to support invoicing, compliance, audits, and customer inquiries.
• Job Order Administration: Create, update, and maintain job orders, service records, and operational documentation.
• Scheduling Coordination: Schedule inspectors, auditors, and field personnel for inspections, audits, and service assignments as required.
• Sample Processing & Tracking: Receive, inspect, sort, label, and log customer samples into internal systems while ensuring accuracy and traceability.
• Laboratory Coordination: Prepare sample documentation and coordinate shipment of samples to internal SGS laboratories or approved external laboratories.
• Compliance & Quality Assurance: Ensure all administrative processes comply with company standards, client requirements, and audit expectations.
• Cross-Functional Support: Collaborate with laboratory personnel, operations teams, accounting staff, suppliers, and customers to facilitate efficient service delivery.

• Education: High School Diploma or General Educational Development (GED) equivalent required.
• Post-Secondary Education (Asset): Coursework or education in Business Administration, Office Administration, Science, or a related discipline is considered an asset.
• Experience: 1–3 years of experience in an administrative, customer service, or office support role.
• Computer
  
  Skills:
  
  Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and other business software.
• Communication: Strong written and verbal communication skills with the ability to interact professionally with customers and internal stakeholders.
• Attention to Detail: Demonstrated ability to maintain accurate records, documentation, and data entry in a fast-paced environment.
• Problem Solving: Ability to exercise sound judgment, identify issues, and resolve routine operational challenges independently.
• Coordination
  
  Skills:
  
  Strong organizational abilities with experience managing multiple priorities and deadlines simultaneously.
• Sample Handling: Good hand-eye coordination and attention to detail when handling samples and equipment.
• Customer Service
  
  Experience:
  
  Experience supporting customers and resolving inquiries in a professional and service-oriented manner.

• Customer-Focused: Delivers responsive, professional, and solution-oriented service to internal and external customers.
• Organized: Maintains accurate records, documentation, and…