Customer Service Specialist

SGS is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. Trusted all over the world, SGS is a market leader because we put 100% passion, pride and innovation into everything we do. We encourage new ideas. We welcome people who challenge the way we do things. And we will be 100% committed to helping you reach your full potential.

At SGS, we have an open corporate and international culture, we offer a dynamic work environment in a leading global company. Our high professional standards and our sustainability approach guarantee you a future-oriented work environment. We invest in our employees for the long term and we are committed to supporting your development within the company.

**Job Title**: Customer Service Specialist

**Job Type**:Permanent

**Hours**: 37 hours per week

**Job Location**:
**Salary**: £20,000

As a Customer service specilist you will be the first point of contact for both prospective and existing customers contacting SGS. The job holder is primarily responsible for providing effective customer service for all internal and external customers by utilising excellent, in-depth knowledge of our products and services.
- Follow the instruction provided by the Customer Service Manager to ensure that the daily allocated work is completed accurately and on time. Where necessary, provide feedback for any allocated work that will not be completed, in advance of any given deadline, so that workloads can be readjusted.
- Adhere to the Customer Service Standards and work towards agreed team KPIs to drive a culture of excellent customer service, where required provide cover and support to the overall customer services function
- Record all customer activity in our LIMs/Q Pulse database/CRM database, including setting-up new customers via LIMs/Q Pulse using Customer Set up form.
- Acknowledge and allocate Customer Complaints appropriately, including initiating the follow-up operational actions that are required to satisfy customer or supplier complaints/requests/anomalies.
- Where required manage specific retailer shoppers and bespoke registration requirements to meet customer requirements and enable comprehensive tracking of samples to meet retailer KPIs
- Liaise with the Customer Support team to ensure all suites/GOLD Registrations are set up correctly
- Chase PO requirements and ensure PO are entered into the system when required
- Establish and understand customer requirements in order to support them through the customer journey, developing and managing mutually beneficial long-term relationships with customers.
- Develop and maintain a thorough understanding of SGS services in order to provide the highest level of advice, support, and customer service.
- Continually review and feedback any opportunities to improve and develop internal processes to enhance the customer experience.
- To build strong working relationships with key colleagues, for example Customer Support, Commercial, Finance, Laboratory teams.
- Raise any operational areas of concerns with the Customer Service Manager for investigation to prevent potential complaints.
- Develop an understanding and appreciation operational requirements to ensure that existing business is maintained and developed, taking account of all potential business issues and needs.

**Experience**
- Previous experience in a customer services (internal or external) / sales environment
- Previous experience of working both independently and as part of a team
- Previous experience of interpreting information provided, and turning it in to a structured output.
- Competent skills with Microsoft Windows/ Office Applications (Word, Excel,
- Previous experience of working with LIMS
- Minimum GCSE or equivalent with grades A* to C pass levels in English & Maths

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Oldbury, B69 4LN: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location