[Hiring] Key Account Specialist @SGS

Role Description

The Key Account Specialist performs a variety of account management /coordination activities in accordance with SGS procedures and processes and accreditation requirements to ensure all customer contracts are administered to meet customers' needs and expectations and deliver the highest level of customer satisfaction. This position is 100% remote.

• Be the primary point of contact for selected clients.
• Become the clients’ focal point for SGS Business Assurance services post contract award and work to the agreed client plan.
• Monitor and manage contract performance.
• Monitor the performance of SGS regarding client specific KPI’s.
• Identify risks with respect to poor performance / client expectations.
• Manage commercial aspects of the contract, including profit maintenance and business development opportunities.
• Provide liaison between Business Assurance personnel involved in the performance of the contract and manage contract communication.
• Undertake contract specific activities, including design and development of contract documentation, organization of required training, project reviews and reporting.
• Communicate with auditors regarding program announcements, procedures, etc. and coordinate any auditor trainings as agreed upon between SGS and client.
• Report to the clients Senior Management at set intervals on the performance and results of the project activities.
• Achieve client retention targets and receive high customer satisfaction survey results by providing excellent customer service.
• Manage risk with respect to poor performance and client expectations. Report to management on a recurring basis on the results and corrective action being taken.
• Promote the image, capability, and integrity of the company.
• Implement process improvements to ensure we continuously improve on our service delivery metrics specifically the timely issuance of certifications to achieve expectations.
• Any other projects that might be assigned from time to time.
• Identify and drive business development opportunities for existing client accounts in the US and CA selected by management. Identify and provide inputs on new revenue opportunities that will be developed for each client and align with internal stakeholders.
• Collaborate with the sales team responsible for converting the new business development opportunities into a sales win. Work with the sales team during pre/contract sales negotiations and presentations.
• Achieve annual targets for identifying new business development opportunities that are realized into Sales.
• Achieve annual new business development targets that are converted into realized sales for the business. Your business development pipeline will be evaluated quarterly to ensure that you are trending toward achieving the annual target.

Qualifications

• Associate degree OR equivalent relevant experience.
• Bachelor's degree (preferred).
• 3+ years of previous working experience in a customer care representative or administrative role.
• Experience in the automotive industry in areas such as manufacturing, production, supplier quality management, quality control, and/or testing facilities.
• Solid knowledge of IATF 16949 standards and demonstrated ability to apply these requirements in day-to-day operations.
• Experience in the TIC industry supporting the Business Assurance sectors (preferred).
• Written and verbal communication in English (Required).
• Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and/or the general public; that demonstrates sensitivity and diplomacy (Required).
• Must be able to read, understand and follow work instructions in a safe, accurate and timely manner.
• Proficient in using various types of computer software (Word, Excel, Certnet, or current SGS scheduling system, Microsoft Outlook, etc.).
• Proven ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Ability to exercise discretion and independent judgment when necessary.
• Demonstrates excellent verbal and written communication skills including grammar and composition.
• Ensures full compliance with the company’s Health & Safety, Code of Integrity, and Professional Conduct policies.

Requirements

• Proficient in: Word, Excel, Outlook, Certnet, or current SGS scheduling system, Microsoft Outlook, etc.

Benefits

• Medical, dental and vision insurance, life insurance, employee assistance programs.
• 401(k) with company match (immediate vesting upon enrollment).
• Online training courses, virtual and classroom development experiences, tuition reimbursement program.
• Paid-time off and family leave.