Trade Centre Team Leader

JOB DESCRIPTION

Trade Centre Team Leader

REPORTING LINE

Trade Centre Supervisor / Manager

PRIMARY RESPONSIBILITIES

The Trade Centre Team Leader will be responsible for reporting relevant information for decision making process to Trade Centre Supervisor / Manager.

SPECIFIC RESPONSIBILITIES

• Drives continuous improvement of processes and controls to improve service levels and efficiency
• Analyse and resolve complaints, identify root causes, and find sustainable solutions
• Control, provide support and follow-up to the execution of the operational process of Trade Centre
• Coordinate with the Trade Centre Analysts on all the operational activities related to Trade Centre
• Interacting with key accounts to ensure high customer satisfaction and service quality
• Serving as liaison between SGS and client, providing / addressing all client needs
• Ensuring CoC Issuance as per country standards
• Review the daily operations (received, in process and for issuance) for follow-up to ensure files are process in a timely matter
• Monitor Trade Centre operations so they are in compliance with the key performance indicators
• Assist and provide solutions to the Trade Centre staff in regard to problems with files and those of the network
• Assign the distribution of accounts to the Trade Centre staff, based on previous analysis of technical necessities
• Organize periodical meetings with staff to review Trade Centre operations in order to analyse problems, solutions, and improvement opportunities.
• Prepare and review communications sent to the trade in regard to the Trade Centre process
• Authorizations to process certificate amendments
• Responsible of mediating problems and complaints with the trade
• Registering in QMS claims received from Trade, LO, PU or any other business role, providing with follow up to resolution or final decision
• Prepare the WIP reports to ensure that the corresponding contract operations in the network are processed in a timely matter
• Control and follow-up on all file processing in Trade Centre in order to ensure final completion within the contractual deadlines
• Ensuring SR creation and, when applicable, creating hard files with relevant documents
• Validating external parties in countries under their administration when file is processed in Operations system
• 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
• Monitoring &/or Generating Doc-It requests and follow up with exporter for payment when necessary
• Registration of CoC fees in Tradeworks / e-trade when necessary
• SGS invoice approval on Boss system when necessary
• 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