Supervisor, Client Service

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

Responsible for providing leadership, direction, and training to Sample Management personnel supporting sample receipt, preparation, handling, storage, and internal distribution within an ISO 17025-accredited analytical laboratory. Facilitates employee conformance to Good Laboratory Practices, chain-of-custody requirements, and all applicable SOPs. Ensures compliance with client, regulatory, and contractual requirements, including CFIA programs, and communicates requirements effectively to laboratory personnel and cross-functional teams.

JOB FUNCTIONS

• Oversees all Sample Management activities including sample receipt, preparation, labeling, storage, sub-sampling, and internal distribution
• Performs Sample Management functions as required to support operational needs during high-volume or time-sensitive periods
• Responsible for interviewing, hiring, onboarding, and training Sample Receiving and Sample Prep personnel
• Ensures accurate and timely sample login in LIMS, including correct test selection, prioritization, and regulatory tagging
• Monitors sample flow, turnaround time, and backlog to identify and resolve operational bottlenecks
• Ensures sample integrity, traceability, temperature control, and chain-of-custody throughout the sample lifecycle
• Interfaces with Client Services to support client requirements and resolve sample-related issues
• Provides feedback to direct reports, conducts employee performance reviews, and provides ongoing coaching and development
• Schedules personnel to ensure adequate coverage and efficient operations during routine and peak workload periods
• Communicates operational updates, procedural changes, and priorities to the Sample Management team
• Identifies quality-related issues and initiates timely investigation, corrective actions, and follow-up
• Ensures the Quality Management System is maintained in accordance with ISO 17025 standards and internal procedures
• Supports internal and external audits related to sample management activities

LEADERSHIP / SUPERVISORY RESPONSIBILITIES

• Provides guidance and / or leadership to others, including indirect reports, peers, or managers
• Has hiring and terminating responsibilities : Yes
• Supervises others : Yes
• Number of employees directly reporting : 0 Supervisory; 5-10 Non-Supervisory

SALARY RANGE CAD 62,000 — CAD 80,000

Qualifications

EDUCATION AND EXPERIENCE

• 4-year degree in Microbiology / Chemistry, related field, or equivalent work experience
• 3+ year experience in Sample Management or Laboratory Operations
• Effective problem prevention and problem-solving skills.
• Strong written and verbal communication skills necessary to cross multiple disciplines
• Excellent interpersonal and problem-solving skills
• Proficiency with Microsoft and Word / Excel
• Proficiency with LIMS and ASnAP systems
• Ability to manage competing priorities and maintain professionalism under high-pressure conditions
• Ability to work independently or with minimal supervision
• Flexibility is required to meet sudden and unpredictable need
• 3-5 years of experience in a commercial food testing laboratory

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.

Job Location

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