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Service Delivery Support - Inspection Services

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Date: 20-Jun-2022

Location: Rio de Janeiro, RJ, BR, 20241-180 Sao Paulo, Sao Paulo, BR, 04552-050

Company: Lloyds Register

Role Purpose

The Service Delivery Support Team is the interface between surveyors/Inspectors, sales and external clients. Ensuring we deliver a high-quality service to the needs of our assigned internal and external clients is at the core of all we do. This is achieved by working closely in a (virtual) team with Surveyors and Team Leaders from the operational side as well as Sales team members and Central Support Services

You will undertake all the required activities to ensure a smooth end to end service, providing a high-quality service to our clients safely, professionally and within agreed or reasonable timescales with a particular focus on;

  • External Focus: Contributes to sustaining our existing business by meeting transactional sales and customer experience targets
  • Cost control: Responsible to collect different sources of project and administrative costs and input in the company ERP tool, ensuring correct account of project and business streams costs and revenues
  • Planning: Scheduling appointments for clients/ ensuring superior levels of utilization and logistics are optimized
  • Process: Ensure document control procedures are followed and processes are met; Support team leaders and project managers/coordinators process invoices according to agreed terms and conditions and give input to the financial department to issue invoices and allocate costs;

Note: This role profile outlines the vision of how the Service Delivery Team will likely operates but acknowledges that each area and team will have different levels of maturity, capability’s and indeed critical mass depending on the volume of work they will be processing. To this end, the role profile is intended as a guide with the assumption that the composite team will deliver the results and capabilities required to ensure the end to end service and KPI’s required by the Service Delivery team.

Key Responsibilities:

External Focus:

Contribute to sustaining our existing business.

Be the first point of contact for client’s request for services and process these requests (from price request till after sales). Ask questions to understand the client needs, issues and expectations, explain the service offering ensuring that any leads that require account management team involvement are forwarded to the relevant team members.

Generate and follow-up on standard client quotes, purchase orders and contracts, liaising where necessary with operations, sales and marketing and group services to clarify information and resolve any potential issues

Pursue quotations issued to client to complete the sale thus increasing the overall sales success rate

Increase transactional sales and meet team sales targets by identifying and successfully pursuing potential repeat purchases, contract renewals etc.

Deal with queries and build relationships with internal/external clients taking personal responsibility for ensuring

 that the client needs are met.

Identify opportunities for LR to add value and provide additional services to clients and relay this information to the Team Leader

Support the team operations and sales and marketing teams in processing the required back office elements for non-standard products

Support the sales and marketing team with the preparation of bids and tenders.

       Support the sales and marketing team with CRM activity in terms of analyzing data from customer experience surveys, organizing marketing events, client gatherings, seminars, training etc.

Planning:

       Review work scope, process orders and upload into the appropriate system to create work instructions with assigned work order project numbers.

Drive superior utilization levels by ensuring resources are correctly and effectively assigned in line with project

/ client requirements.

       Manage and update surveyor’s appointment diary; ensuring that appointments are both time efficient as well as geographically practical

       Liaise with client and operations to schedule work and communicate date, scope of work and or any changes/amendments to relevant parties

Receive and review documents relating to work carried out and issue pro-forma invoices to the SSC

Process

  1. Achieve high level of Customer Experience / Service Excellence
    • Smooth processes / short throughput times (related to the Customer Effort Score)
    • Delight and surprise clients (related to the Net Promotor Score)

       Prioritize and process all activities in accordance with documented processes and agreed deadlines in line with contractual requirements, cost structures and budget constraints.

       Support the resolution of any client queries and disputes to aid the payment collection process and to maintain financial KPI’s within the targeted level for the team.

       Handle telephone queries efficiently to give clients confidence that they are dealing with professional representatives of the company who are able to assist with their queries.

Support any query from suppliers and subcontractors and chase with SSC for payment

       Ensure general administration is managed on a daily basis, such that the office runs smoothly and that all documents are accurately filed in line with the agreed document retention and archiving policy.

        Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change.

       Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.

       Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.

Note: Within the multidisciplinary Service Delivery Support department employees can have a specialism relating to specific tasks and/or services we deliver. These will be locally inscribed in a (department-) matrix.

 

 

Key stakeholders:

Clients, Prospects, Internal LRQA organization (i.e. Operations, Sales, Finance)

 

 

 

<span 45="" frutiger="" light="" lt="">Technical<span 45="" frutiger="" light="" lt=""> / Professional Qualifications / Requirements:

Bachelor’s Degree preferred, High School Diploma. (Administrative, Financial or Commercial direction desirable)

At least 2 years admin/clerical working experience in externally client facing roles

Fluent in English, Portuguese & Spanish skills in both written and verbal communications

Excellent IT skills - Word, Excel, Internet, PowerPoint, Databases

Strong organizational skills with the ability to adapt and successfully multi task

Self-motivated and willing to take the initiative

Aptitude to work without direct supervision

Effective time management with the ability to work under pressure and meet demanding deadlines

Efficiency, accuracy, attention to detail

Friendly, enthusiastic and a good team player

Confident decision maker and creative problem solver

Knowledge of SAP ByD, Sharepoint, Power BI, Power Apps, Microsoft Team is an advantage

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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