POSITION SUMMARYThe Client Specialist is the key provider of customer care acting as liaison between clients and our technical laboratory staff. In this position, you will provide our clients with outstanding customer service using excellent communications skills and automated information systems. Must be able to analyze the customers' needs, setup accounts, ensure correct analysis is performed, and transmit the final report of analysis with necessary training.REPORTING LINE: Directly reports to: Client Service Manager or Laboratory ManagerJOB FUNCTIONSCommunicate with clients, answering or routing questions as appropriate and liaison between client and technical laboratory staff.Set up new client accounts in the LIMS and in conjunction with Accounting Department; periodically updating client account information as needed.Receive and log submitted testing samples, identifying sample priority, verifying sample information, noting special requests and instructions. This includes routine, daily samples, special projects and retrieving samples for retesting or additional tests as requested.Track tests for timely completion and assure clients receive results on timely basis.Issue reports, certificates, certificate revisions and document accordingly to meet client needs and within SGS guidelines.Transfer laboratory test information from LIMS to Accounting for invoicing after verifying for accuracy.Proactively initiate sales with current or prospective clients that contact the laboratory for expanding current testing activities or developing testing solutions for the client’s needs.Train and convert clients to usage of website for results and information.Inform management staff of all customer concerns.Maintain records, files and related to duties.Ensure quality and confidentiality of client and company information and take an active role in updating Quality System.Maintain quality protocols for testing area and implement preventative practices.Assist in other areas of the company as needed.Promote responsibility, good work habits, a positive work environment and improving customer service.At all times, comply with SGS Code of Integrity and Professional Conduct.LEADERSHIP/SUPERVISORY RESPONSIBILITIESProvides guidance and/or leadership to others, including indirect reports, peers, or managers NoPlease provide examples of supervisory responsibilitiesHas hiring and terminating responsibilities NoSupervises others NoNumber of employees directly reporting
