Company Description
As a global leader in sustainability, quality, and integrity, our 99,600-strong workforce across 2,600 offices and labs is dedicated to fostering a safer, more connected world. Our services impact every facet of daily life, enhancing the safety of food, consumer products, transport, and healthcare, to advancing nuclear industry testing. Your role is crucial in providing safer products, superior services, and maintaining societal connectivity.
Job Description
- Job Title : Sample Reception Manager
- Job Type: Permanent
- Hours : 37.5 per week
- Job Location : Cambridge
Main Purpose of Role
To coordinate the daily activity of the Sample Registration team to ensure they are available to meet the needs of our customer base through the provision of a first class customer experience. This role will require you to lead the team involved in sample registration into our LIMS system, sample labelling and allocation of samples to the appropriate internal laboratory facility as well as sub-contraction of samples to our external partners. This role is both internal and customer facing and you will be required to liaise closely with other teams within the business (sales, logistics, customer support, laboratory, finance and quality) to ensure co-ordination of activities and maximize customer satisfaction and customer retention.
- Coordinate staff involved with and undertake registration and labelling of samples in LIMS to ensure they enter the laboratory in a timely manner. Constantly streamline and improve these processes to ensure operational KPIs are met and customer satisfaction is maintained.
- Initiate follow-up operational actions that are required to satisfy customer complaints/ requests/anomalies. Liaise with clients by email/telephone over sample submissions and sample anomalies. Ensure these are dealt with in a timely and professional manner and in line with customer expectations.
- Manage the process of PO entry into the system to ensure invoicing can be performed within the required time frames.
- Manage customer requests for sample collections and consumables alongside our Logistics partner
- Support the quality team into NCW investigations when required
- Comply with the level of professional conduct set down in the Company's Staff Handbook, as well as with all approved policies and procedures laid down in the Company's Quality Manual.
Qualifications
- Experience of managing a team
- Proven track record of working in customer services
- Ability to work to a consistently high and reproducible standard
- Flexibility is also crucial to this role as adjustment to sample numbers and variety may be required
- Experience of AIS LIMS, excel based systems
- Understanding of UKAS 17025 accreditation and its requirements
- Experience of managing/leading a successful team
- Experience of directly communicating with clients and successfully resolving customer issues/complaints
Additional Information
- ******For those with allergies, please be advised that the food tested in the laboratory is likely to contain these ingredients: milk, eggs, wheat, soybean, peanuts, tree nuts, fish, and shellfish*****
APPLY NOW for full consideration, you can be sure that your application will be treated confidentially and impartially, and you will always receive an update within 10 business days.
SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, colour, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.