Client Project Manager

Job title: Client Project Manager

Job description: Company Description

We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,700 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

This position is responsible for multi-year contracts for global clients in the North American region which includes all communications and coordination with multiple sites across North America. This would include acting as an advocate and facilitator for this client; assist the Operations Manager, Business Development with customer service and support, scheduling and priorities in order to maintain service deadlines for each site.

• Proactively communicate with all client operations across the region (ex. clarifying client’s instructions and requirements, estimated turnaround time and notifications of missed turnaround dates, providing status reports, providing quotations, client information to laboratory, relaying information regarding methods, detection limits, scheme codes, etc.)
• Proactively manages client’s expectations and identifies and communicates concerns and potential risks as necessary
• Provides regular KPI reports to key internal stake holders to understand account progress, failures and potential risks
• Provides specific KPI reports related to the laboratories overall performance for clients and manages the communication of those reports to key stakeholders.
• Through the Regional Commercial Laboratory Manager and their delegates, directs operations on client priorities and follows up to ensure commitments are met
• Provides specific KPI reports related to laboratories overall performance for clients and manage the communication of those reports to key stakeholders.
• Respond to and escalates clients concerns and complaints to appropriate managements level for further actioning and initiates corrective or preventative action process.
• Is familiar with location of all Quality System information and standard operating procedures.
• Works with LIMS entry and co-ordinates with invoicing staff to ensure that reports are correct from the client information, invoice and structure point of view.
• Will act as first line for client communication, e.g., phone, fax, email, and tradeshows with travel as required to meet with the client and to represent SGS Geochemistry at various meetings.
• Assists in creating a team approach and spirit whenever practical, using available technical resources of knowledge and experience.
• Responsible for the selection of methodology to meet client or regulatory requirements with direction from technical personnel if required and provides this information to the Operations Manager to ensure selection is carried out in the laboratory.
• Promotes the capabilities, facilities, personnel and experience of SGS Canada.

• May be assigned and coordinate special or ad hoc projects as needed.

Qualifications

• A minimum of a community college diploma (or equivalent) with chemistry knowledge is required.
• Minimum of one years’ experience in a minerals laboratory environment.
• Post-Secondary education in a Business or Science related field is an asset.
• Some working knowledge of the mining and minerals industry.
• Excellent customer service, client support and business service consulting skills.
• Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
• Candidates must be proficient in using various types of computer software (Word, Excel. PowerPoint & Outlook).
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Candidates must demonstrate excellent verbal and written communication skills including grammar and composition.
• Ability to work well with others & independently.
• Proven time management skills and a strong attention to detail.
• Works well under pressure.
• Extended hours and shift work may be required from time to time.
• Travel to other SGS locations or client location may be required from time to time.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.

Additional Information

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.

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