Customer Care Account Manager - Medical Device - SSC - Rutherford, NJ

Company Name:
#### Primary Responsibilities
The Account Manager performs a variety of account management 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.
#### Reporting to
SSC Vice President, Operations
#### Specific responsibilities
Ensure that customer files are processed in a timely manner and in accordance with established procedures and processes.
Ensure that Auditors are provided with the necessary audit pack documentation, as well as any other information and/or materials needed prior to the performance of their tasks.
Work with Full-Time Auditors and Product Managers to ensure that schedules are fully allocated within the scheduling system and that required utilization rates are being met. Work with sub-contract Auditors to ensure that schedules are reflected in the scheduling system.
Communicate to Sales regarding requests for significant additional services.
Proactively communicate with the Vice President, Operations to assure that they are aware of any customer issues and recommendations for improvement and/or resolution.
Schedule customer audits within time lines associated with the certification cycle and in time to allow recertification to occur prior to the certification expiring.
Regularly liaise with account contacts before, during and after auditing activity, including responding to customer requests quickly and thoroughly to ensure that all customer needs are met related to the fulfillment of each contract.
Conduct administration reviews on the audit reports in a timely manner and submit required audit report documents to Technical for review and certificate decision for initial and renewal certifications.
Ensure the timely release of the certificates upon certification.
Review previous certification cycle to determine allocation of days and site to be sampled for renewal audits and next certification cycle.
Initialize reports, statements invoices forms, presentation and other documents, using various computer systems and software
Maintain and prepare audit records, electronic files, certnet entries and other databases as required for assigned customers.
Sort, process and verify application, receipts, expenditures, forms and other documents as necessary.
Ensure proper functioning of office equipment and machinery and arrange for any maintenance and repair work.
Follow-up via email and send required documentation to external customers and auditors.
Assist in scheduling, coordinating and preparing auditor activity, meetings, luncheons, and travel as necessary.
Answer telephones and direct calls as needed.
Assist in process of issuing certificates
Other duties and responsibilities as assigned.
#### Profile
Minimum of a Bachelor of Science/Arts degree from an accredited institution or substantial experience in Customer Account Management in lieu of this requirement.
1 - 3 years of previous working experience in an administrative or data entry related role.
Bilingual in English and French or Spanish is an asset.
Must be able to read, understand and follow work instructions in a safe, accurate and timely manner
Candidates must be proficient in using various type of computer software (Word, Excel, PowerPoint, etc.)
Excellent working knowledge of Microsoft Outlook, including the calendar/schedule section.
A solid understanding of MS Project Management and Oracle applications would also be an asset.
Proven ability to manage and coordinate multiple projects in fast-paced, highly professional environment.
Ability to exercise discretion and independent judgment, when necessary.
Demonstrate excellent verbal and written communication skills including grammar and composition.
#### Skills
Excellent interpersonal and communication skills with the ability to effectively present information and respond to questions from individuals and/or groups both within the organization or while representing the organization
Strong customer focus/service skills and positive, can-do attitude.
Analytical thinking and problem solving
Ability to work well with others and independently
Proven time management skills and strong attention to details
Excellent organization skills which includes the ability to execute several assignments simultaneously while dealing with a steady flow of seemingly conflicting requests/priorities
Ability to deal with and maintain confidential material
Ability to establish and maintain effective working relationships with subordinates, peers, management, external customers and/or the general public; that demonstrates sensitivity and diplomacy
Works well under pressure
Ensures full compliance with company's Health & Safety, Code of Integrity and Professional Conduct Policies
#### Additional information
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time.
SGS is an EOE AA M/F/Vet/Disability employer.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
If applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call for assistance
Industry or Theme: Risk Management
Functional Area:
Contract Type:
Reference Number: US04536
Listing Date: 29.05.2014 00
Closing Date: 26.12.2014 00

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