Trade Centre Analyst (Africa Product Conformity Assessment Analyst)

Primary ResponsibilitiesThe 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 Certificate of Conformity Issuance as per country standardsSpecific ResponsibilitiesEnsuring Service Request 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 for processing.Receiving necessary Conformity Assessment Instructions from Certification CenterRequesting exporters and or producers the quality and transaction documents instructed by Certification Center.When applicable, monitoring of inspection execution, sampling, testing, eTrade Centre.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 Trade Centre/SA role and follow-up with the trade for capturing of missing information for Certificate of Conformity processing, ensuring timeliness of certificate issuance.When applicable, printing out Certificate of Conformity in Security paper and delivering to client.Ensuring that amendments of Certificate of Conformity are duly approved and corrected.Follow up with Liaison Office / Exporter for acceptance from importer / authorities of importing country in case of discrepancies observed during certification process.Ensuring that proper Certificate of Conformity replacement procedure is followed when exporter reports Certificate of Conformity loss.Complying with Quality Management System procedures, 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 mannerEnsure orders are entered and managed using the group sanctioned systemsManage all documents and client communication using Group sanctioned toolsEnsure correct procedures are adhered toPrepare regular job status report and communicate to Trade Centre ManagerAsk for more business while interacting with customersConstantly strive to deliver outstanding servicesAct upon client feedbackManage timely trouble shooting and assist customers as necessaryEnsure availability to customersBuild and foster collaboration with internal teams involved in service deliveryIdentify, act upon and follow up client reported issues and inform the sales, operations and KAM teams as appropriateConstantly listen to the voice of the marketProactively keep in touch with the client base to strengthen relationships and ensure retentionExceed regular service level and provide extra-mile supportBe abreast of SGS new products and services and propose them to customers and appropriateGo beyond clients’ core business to identify new opportunitiesAct upon or forward business beyond sphere of influence to the sales teamPromote a positive image of SGSAt 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 proceduresAt all times, comply with SGS Code of Integrity and Professional ConductAd hoc assignmentsAdhere to all quality and safety requirements of the SGS management systemPerform any other reasonable tasks as assigned by direct line manager