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Customer Service Executive

4 months ago

Mumbai, India SGS Full time

Company Description

: Established in 1878, SGS transformed grain trading in Europe by offering innovative agricultural inspection services. The Company was registered in Geneva as Société Générale de Surveillance in 1919. Shares were first listed on (SWX) Swiss Exchange in 1985. Since 2001, we have only one class of shares consisting of registered shares.

**Job Description**:

- Ensuring SR registration and, when applicable, creating hard files with relevant documents.
- Validating external parties in countries under their administration when file is processed in Operations system.
- Reviewing accuracy and completeness of Requests for Inspections.
- Transmitting all the relevant documents pertaining to respective contractual requirements to Certification Center (CC) for processing.
- Receiving necessary Conformity Assessment Instructions from CC
- Requesting exporters and or producers the quality and transaction documents instructed by CC.
- When applicable, monitoring of inspection execution, sampling, testing, etc.
- Generating Invoice and follow up with exporter for payment. Registration of payment.
- Contacting with trade for resolution of discrepancies, requests for additional information.
- Monitoring and resolving Blocking Actions under TC role and follow-up with the trade for capturing of missing information for CoC processing, ensuring timeliness of certificate issuance.
- When applicable, printing out CoC in Security paper and delivering to client.
- Ensuring that amendments of CoC are duly approved and corrected.
- Follow up with LO / Exporter for acceptance from importer / authorities of importing country in case of discrepancies observed during certification process.
- Ensuring that proper CoC replacement procedure is followed when exporter reports CoC loss.
- Complying with Quality Management System procedures as well as IVP rules, Country Instructions and other relevant instructions.
- Assist in the maintenance of the Quality Management System.
- Handle day to day operations in a timely, complete and proper manner
- Ensure orders are entered and managed using the group sanctioned systems
- Manage all documents and client communication using Group sanctioned tools
- Ensure correct procedures are adhered to
- Prepare regular job status report and communicate to Backoffice Manager
- Prepare quotations, service agreements and tenders within set deadlines
- Ask for more business while interacting with customers
- Constantly strive to deliver outstanding services
- Listen to and anticipate the client’s needs and pains to offer the most suitable solution
- Always act in a friendly and reliable manner
- Act upon client feedback
- Manage timely trouble shooting and assist customers as necessary
- Ensure availability to customers
- Build and foster collaboration with internal teams involved in service delivery
- Identify, act upon and follow up client reported issues and inform the sales, operations and KAM teams as appropriate
- Constantly listen to the voice of the market
- Proactively keep in touch with the client base to strengthen relationships and ensure retention
- Exceed regular service level and provide extra-mile support
- Be abreast of SGS new products and services and propose them to customers and appropriate
- Go beyond clients’ core business to identify new opportunities
- Act upon or forward business beyond sphere of influence to the sales team
- Promote a positive image of SGS
- At all times, adopt a safe behaviour by exercising due regard for the health and safety of SGS employees and clients, in line with SGS Policies and procedures
- At all times, comply with SGS Code of Integrity and Professional Conduct

**Qualifications**:
M.Sc/B.Sc