Customer Relationship Executive

Company Description

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals. With over 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Job Description Primary Responsibilities:

• Deliver and maintain high-quality customer service to internal and external customers.
• Attend to customer enquiries promptly and provide accurate quotations.
• Support business growth through excellent customer relationship management and service delivery.

Specific Responsibilities

Customer Service & Sales Support

• Prepare and provide quotations to customers in a timely and accurate manner.
• Promote and sell SGS services to existing and prospective customers.
• Attend to customer enquiries and requests via phone, email, and other communication channels.
• Maintain and update customer information and databases accurately.
• Proactively identify customer needs and recommend suitable SGS services and solutions.
• Build and maintain strong relationships with customers to enhance customer satisfaction and retention.
• Assist in the retention and growth of key customer accounts.
• Seek opportunities to generate additional business during customer interactions.
• Monitor customer feedback and take appropriate actions to improve service quality.
• Maintain a positive, professional, and customer-focused attitude at all times.

Operations & Coordination

• Follow up on Purchase Orders (POs) and update the Job Management System, where applicable.
• Prepare and issue Delivery Orders (DOs), where applicable.
• Coordinate equipment deliveries, collections, subcontracting activities, and on-site calibration schedules, where applicable.
• Follow up on equipment recalls and ensure timely collection from customers, where applicable.
• Ensure service information is accurately maintained between operational systems and equipment records.
• Coordinate closely with internal departments to ensure smooth service delivery and timely completion of customer requests.

Business Development & Customer Retention

• Develop prospect lists and share potential leads with the Business Manager and Sales team for follow-up.
• Keep abreast of SGS products, services, and market developments.
• Identify opportunities for cross-selling and upselling SGS services.
• Gather market intelligence and customer insights to support business growth initiatives.
• Refer business opportunities outside own scope of responsibility to the Sales team for further action.
• Continuously engage with existing customers to strengthen relationships and improve customer retention.

Customer Issue Management

• Respond promptly to customer concerns, complaints, and service issues.
• Troubleshoot customer issues and coordinate with relevant teams to achieve timely resolution.
• Escalate customer-reported concerns to relevant Sales, Operations, and Key Account Management (KAM) teams where necessary.
• Ensure availability and responsiveness to customers throughout the service process.

Financial & Administrative Support

• Follow up with customers on outstanding payments in accordance with company policies.
• Maintain accurate records and documentation related to customer transactions and service activities.

Quality, Safety & Compliance

• Promote and uphold a positive image and reputation of SGS at all times.
• Adhere to SGS policies, procedures, and quality standards.
• Demonstrate safe work practices and exercise due regard for the health and safety of SGS employees, customers, and contractors.
• Comply with the SGS Code of Integrity and Professional Conduct.
• Operate to the highest ethical standards in accordance with the SGS Statement of Integrity.

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