Customer Relationship Executive

About SGS

SGS is a global leader in testing, inspection, and certification services. The company operates more than 2,500 laboratories and business facilities across 115 countries and is backed by a workforce of 99,500 professionals. Drawing on more than 145 years of service excellence, SGS combines Swiss-style precision with a strong focus on quality, compliance, and sustainability.

Role Summary

The Customer Relationship Executive will be responsible for delivering dependable service to both internal and external customers while helping drive business growth through responsive communication, accurate quotations, and strong relationship management.

Customer Service and Sales Support

• Handle customer enquiries quickly and ensure quotations are prepared accurately and on time.
• Support the promotion and sale of SGS services to both existing clients and potential customers.
• Manage customer interactions through phone, email, and other communication channels.
• Keep customer records and databases up to date and accurate.
• Identify customer needs proactively and suggest suitable SGS solutions and services.
• Strengthen customer satisfaction and loyalty by building trusted relationships.
• Assist with the retention and expansion of important customer accounts.
• Spot opportunities to generate additional business during day-to-day customer engagement.
• Track customer feedback and respond with actions that improve service quality.
• Maintain a professional, helpful, and customer-first approach at all times.

Operations and Coordination

• Track purchase orders and update the Job Management System when required.
• Prepare and issue delivery orders where needed.
• Coordinate equipment deliveries, collections, subcontracted work, and on-site calibration schedules as applicable.
• Follow up on equipment recalls and ensure customers return items in a timely manner when required.
• Ensure service details are aligned accurately between operational systems and equipment records.
• Work closely with internal teams to keep service delivery smooth and customer requests completed on time.

Business Development and Retention

• Create prospect lists and pass possible leads to the Business Manager and Sales team for follow-up.
• Stay current on SGS offerings, industry updates, and market changes.
• Identify cross-sell and upsell opportunities within the customer base.
• Collect market feedback and customer insights to support growth initiatives.
• Refer opportunities outside the role’s scope to the Sales team for further action.
• Maintain ongoing contact with current customers to improve retention and relationship strength.

Customer Issue Management

• Respond promptly to complaints, concerns, and service-related issues raised by customers.
• Investigate problems and coordinate with the relevant teams to resolve them efficiently.
• Escalate customer concerns to Sales, Operations, or Key Account Management teams when needed.
• Remain available and responsive throughout the customer service process.

Financial and Administrative Support

• Follow up with customers on overdue payments in line with company policy.
• Maintain clear records and documentation for customer transactions and service activities.

Quality, Safety, and Compliance

• Represent SGS positively and help protect the company’s reputation.
• Work in line with SGS policies, procedures, and quality expectations.
• Follow safe work practices and consider the health and safety of employees, customers, and contractors.
• Comply with the SGS Code of Integrity and Professional Conduct.
• Act according to the SGS Statement of Integrity and maintain high ethical standards.

Other Duties

• Carry out additional tasks and responsibilities assigned by management from time to time.

Qualifications

This role is best suited to candidates with a diploma in Business Administration, Engineering, Marketing, or a related field, along with at least one year of experience in customer service, sales support, business development, or a similar area. Experience in testing, inspection, certification, calibration, or other technical services environments will be an advantage.

Additional Requirements

• Comfortable using Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.
• Strong service mindset with a focus on delivering a positive customer experience.
• Good communication, negotiation, and interpersonal abilities.
• Able to develop effective working relationships with customers, colleagues, and managers.
• High attention to detail and accuracy in maintaining data across systems and records.
• Capable of working independently with limited supervision as well as collaboratively in a team.
• Responsive, proactive, and able to manage multiple priorities in a fast-paced environment.
• Strong organizational and problem-solving skills.
• Fluent in both English and the local language, spoken and written.
• Shows integrity and consistently follows SGS ethics and integrity standards.