PRJ -Operations Assistant - American Bureau of Shipping (ABS)

The Operations Assistant is responsible for managing the client relationship throughout the certification cycle for ABS QE contracted clients in accordance with ABS policies and procedures. Identifies and routes cross-selling opportunities to Business Development / Inside Sales. Tasks conducted by this position include all facets of servicing the client from audit scheduling, invoicing, collections, change request and general inquiries. Activities regarding audit management must also adhere to ISO17021 for compliance purposes.

THIS IS A 6 MONTH CONTRACT ASSIGNMENT

What You Will Do:

• Client services responsibilities for an identified group of clients which may be based on an assortment of criteria such as geography, certification standards, or key account status. Tasks may will include but are not limited to:
  • Seeks to understand the relationship between client needs and accreditation requirements for applicable standard.
  • Reviews client quotes to ensure accuracy in assignment of applicable fees, scheduling durations and invoicing activities; provides purchase order quotes to clients when requested; participates in collections activities as needed.
  • Schedules audit activities with a focus on optimization of both client and auditor schedule in accordance with ISO17021 as well as standard specific certification rules.
  • Facilitates change requests and provides follow-up to client through to resolution.
  • May be called upon to interface/manage certification database per standard requirements (i.e., AS, SA, or IATF.)
• Strives to meet and/or exceed defined KPI metrics established for both incumbent as well as group; KPIs may be focused on scheduling percentages, collections activities or a combination of both.
• Seeks to enhance the customer experience by identifying continuous improvement opportunities. Participates in training, process reinforcement reviews and other tasks provided as skills/knowledge enhancement opportunities.
• Strives to mitigate customer complaints; identifies potential issues and escalates to mitigate loss.
• Review each relationship for efficiencies, profitability, and cross-selling opportunities. Use interface with clients to maximize cross-selling opportunities. Refer new business opportunities to Business Development / Inside Sales.
• Interface with Audit Services and Technical Reviewers as requested; provides information when requested to facilitate client certification activities post scheduling actions.
• Extensive computer skills to include, but are not limited to, Microsoft Office suite of applications with a heavy focus on Excel and Outlook; web-based applications, outstanding aptitude to learn new application software as required.

What You Will Need:

Education and Experience

• High School Diploma or equivalent work experience preferred.
• One (1) to five (5) years' experience in a planning capacity or a combination of education and experience in a business/technical discipline or equivalent business/quality related experience.

Knowledge, Skills, and Abilities

• Excellent verbal, written, telephone and video conferencing communications skills.
• Proven ability in managing a variety of tasks with competing priorities.
• Proven expertise in planning activities as well as an ability to understand scheduling of auditors.
• Ability to work independently and comfortably perform multiple functions/tasks in a very high paced intense environment.
• Good business background, strong interpersonal skills, service oriented and customer focused for both internal and external entities. Strong concern for accuracy, effectiveness, flexibility and innovation.
• Must have a positive attitude and be success oriented.
• Ability to obtain working knowledge of the ISO17021 as well as the ABS Quality Evaluations Quality & Environmental Management System.
• Knowledge of QMS, EHS, and OHS Standards and certification requirements or ability to develop such knowledge with training.

Reporting Relationships:

Reports to the Operations Manager/Supervisor or designee.

ABOUT US

We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and mission that help our clients find clarity in uncertain times.

ABS is a global leader in marine and offshore classification and other innovative safety, quality, and environmental services. We're at the forefront of suppor