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 profitablyEnsure an inclusive service to customers with best order handling and client accompaniment considering the agreed service levels for quality, cost, timeEnsures unique client experience in an integrated service offering covering multiple execution sitesDevelops and ensures customer service-related process harmonization along with the development of segment from both organic and acquisitive growthEnhancement and optimization of internal processes as well as implementation of processes related to customer order handling and client requirementsManagement (technical and disciplinary) of the Customer Services team Planning and execution of the segment in view of cost, quality and efficiencyCoordination 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 updatesEnsuring 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 clientsActively gathers feedback from clients of potential additional services, improvement of service quality and development of answers to upcoming and new topicsCoordinates 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 requirementsEnsure timely provision of technical client proposalsEnsures ongoing contact and communication with existing clients, implement support processes and build relations with new clients
