We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 99,250 employees operate a network of 2,700 offices and laboratories, working together to enable a better, safer and more interconnected world.

Primary Responsibilities

The Trade Centre Analyst will be responsible for interacting with key accounts to ensure high customer satisfaction and service quality. Processing of inspection requests. Serving as liaison between SGS and client, providing / addressing all client needs. Ensuring CoC Issuance as per country standards.

Specific Responsibilities

• 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 Doc-It requests 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/SA 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 Trade Centre Supervisor
• 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
• Ad hoc assignments
• Adhere to all quality and safety requirements of the SGS management system
• Perform any other reasonable tasks as assigned by direct line manager

Education

• Grade 12
• Relevant University Degree or equivalent professional Qualification – and/or 3 years proven experience in the sector or within the company in the functions, knowledge, skills and experience sufficient to be recognized as a qualification through Recognition of Prior Learning

Experience

• Minimum 2 years trade experience in import / export business
• Experience in SGS TFS services is an advantage
• Valid driver’s license & reliable vehicle

Required Skills

• Decisive, assertive, results and customer oriented
• Good communication skills
• Fluent in English and any other language are an advantage
• Applies judgment and acts according to the SGS standards of ethics and integrity
• Demonstrated effective organisational skills including prioritising and managing multiple tasks
• Focus on detail and accuracy of information
• Analytical problem solving
• Teamwork and cooperation