Client Support Advisor

Job ID:42953
Location:Antwerp : Jan Van Gentstraat 7  
Position Category:Client Management
Position Type:Employee Regular

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

From independent third-party auditing, certification and training; to consultancy services; to real- time assurance technology; to data-driven supply chain transformation, our innovative end-to- end solutions help our clients shape their own future, rather than letting it shape them.

LRQA currently operates across 51 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role Purpose

Inspection Services provides industrial manufacturing inspection and certification services to all sections of the supply chain around the world.  We support clients in mitigating the risks they face throughout the manufacturing process, whether during design, manufacture, assembly of product components, the production of prototypes, or when seeking type approval or project certification. Our services are designed to support clients throughout all aspects of the industry.

As Client Support Advisor, you will ensure a positive customer journey by providing relationship management support as a named advisor across the whole client lifecycle, from client request, planning through to invoice.  You will work with colleagues within SDS (Service Delivery Services) , SD, Sales and within the Central Service Delivery support team, to ensure that your time is dedicated to client support, and back-office activities are managed by the central team.

Key Responsibilities

• Prioritise, plan and ensure completion of all customer activity from client request, planning through to invoice, in line with or ahead of agreed business SLAs (ensuring that utilisation for FTE colleagues vs subcontractors is optimised and that travel time, assessor competencies/ activity codes, usage of subcontractors are considered).
• Manage projects using our ERP. Communicating with Clients via call and mail.
• Be the first point of contact for a package of customers, inspectors, and process requests from quotation to invoice planning when necessary.
• Prepare offers for customers, purchase orders and contracts, interfacing (where necessary) with the technical and/or commercial department to clarify certain information.
• Process orders and upload them into the appropriate system to create reference numbers to be assigned to individual jobs.
• Receive and review documents relating to work carried out and issue invoices.
• Support any requests from suppliers and subcontractors, trying to ensure that the process is handled smoothly.
• Support the resolution of any customer requests to assist in the payment collection process and keep financial KPIs within the team's expected level.
• Utilise the time spent with your clients to maximise sales through service – focus on transactional sales by identifying and successfully pursuing potential repeat purchases, contract renewals etc.
• Ensure effective and timely invoicing of accounts and that systems are updated with the right notes and purchase order. 
• Champion customer needs and manage/ anticipate customer complaints to support a positive experience.
• Share operational issues as appropriate.
• Ensure accuracy and completeness of data in our systems (in line with internal procedures, contractual requirements, cost structures and budget constraints) within or ahead of agreed SLAs, to support smooth delivery of resources and invoicing.
• Build and maintain excellent relationships, ensuring contractual requirements and customer expectations are understood.
• Respond to queries within or ahead of agreed SLAs and escalate service delivery issues as appropriate to the relevant manager.
• Carry out tasks at the request of people managers and actively contribute to team meetings and initiatives.
• Liaise with and provide support to other team members, departments and offices, as may be required.
• Develop an understanding of Inspection products, services, systems and processes.

Key Requirements

• At least 3-5 years working experience in administrative/clerical roles in contact with customers is essential
• Native Dutch Speaking and fluent in English. French as a third language both written and verbal is a plus
• Excellent IT skills: Word, Excel, Internet, PowerPoint, SAP, Power BI
• Ability to handle complex tasks
• Quick learner, responsible and aptitude for working without constant direct supervision.

Pre-Employment Checks  

If you are successful in securing a role with us, you will be subject to pre-employment checks, depending on the legal requirements and practices in your country of employment.   

If eligible these checks will include right to work, identification, verification of employment history, education, and criminal records where permitted by local law.   

All checks will be conducted in accordance with applicable privacy and data protection regulations.   

We will involve the third party supplier to run the background checks as needed and your data will be retained for a period as needed for the recruitment purpose.  

To the extent to be permitted by the applicable local law, your data may be stored outside of your employment country dependent on our operation structure.  

Your application of this role will constitute your consent on this paragraph.  

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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