Director, Client Services

sgs

North Sioux City, SD, United States · North Sioux City · United States

Posted Jul 24, 2026

Full-time
On-site
Management, General Administration and Support Functions
Mid-Senior Level

Job description

Company Description We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. Job Description Under the direction of the Business Vice President and serving as an integral member of the SGS North America senior management team, the Director, Customer Service provides leadership to excel customer service to support growth, and profitability in accordance with Company objectives. Responsible for the entire customer services department within the business line and all aspects of set KPI related customer satisfaction and growth as well as efficiency and best practice. Defines strategy and targets for Customer Service within the segment in conjunction with VP, including measurable KPI allowing the business to grow successfully and profitably Ensure an inclusive service to customers with best order handling and client accompaniment considering the agreed service levels for quality, cost, time Ensures unique client experience in an integrated service offering covering multiple execution sites Develops and ensures customer service-related process harmonization along with the development of segment from both organic and acquisitive growth Enhancement and optimization of internal processes as well as implementation of processes related to customer order handling and client requirements Management (technical and disciplinary) of the Customer Services team Planning and execution of the segment in view of cost, quality and efficiency Coordination of specific projects Liaison contact for the relevant linked units (sales, laboratory, experts, CBE, global sales structure, other affiliates) Communication to customer service team and management the business strategy, personnel changes, market changes and technical updates Ensuring accountability of team to highest quality and integrity standards (according SGS QM standards and Code of Integrity) as well as current legislation and HSE requirements Strives for best-in-class customer service perception by clients Actively gathers feedback from clients of potential additional services, improvement of service quality and development of answers to upcoming and new topics Coordinates and handles client complaints and claims in conjunction with other business partners as needed (legal, sales, technical experts, management, etc.) Support laboratory to define priorities and development needs based on upcoming client needs and/or regulatory requirements Ensure timely provision of technical client proposals Ensures ongoing contact and communication with existing clients, implement support processes and build relations with new clients Qualifications Bachelor’s degree or equivalent Required Minimum of 10 years’ experience managing customer relations or sales Required Master’s degree in combination with described above experience Required Experience in Service Industry Required Additional Information SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law. 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, skills, and/or abilities 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. If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will receive a call back. Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.