Region: Shenzhen Description: Ø Position SummaryProvide proactive assistance to clients by identifying and resolving issues within all aspects of Social Compliance needs for assigned clients. Ø Objectives Actively support BVCPS client service objectives related to report quality and information management through evaluation/ editing of social compliance /factory security audit reports and the development/presentation of report quality performance information for assigned clients.Provide timely and accurately audit/ assessment results/ information to internal and external clients to meet or exceed their expectations.Ø Major Roles & Responsibilities • Support efforts to ensure quality of reported results of BVCSP social compliance and factory security audit services through performance of report review – editing as necessary - of social compliance and factory security audit reports for quality and consistency while ensuring timely delivery of reports for assigned clients• Provide technical support to clients by answering questions related to audit findings by communication with operations team or individual auditors to obtain information for responses, as necessary;• Maintain performance data related to audit report quality for clients;• Ensure daily client requests, problems, issues and complaints are handled efficiently and professionally;• Develop solutions for identified client issues with the aim of enhancing client satisfaction and improving client relations;• Communicate/escalate significant client issues for resolution.• Research and compile information on trends related to reported audit results and clients’ needs; • Assist in creating training tools – including subject matter related to reporting – for auditor training• Support auditors with clients’ audit requirements as needed;• Prepare monthly analysis of audit report quality; provide feedback to operations personnel to ensure implementation of corrective action steps to address performance issues; • Assist in surveying and monitoring client needs and service satisfaction;• Support development of client operating procedures and field instructions for assigned clients • Support social compliance team in responding to requests for proposals and requests for information, as needed;• Provide feedback to the social compliance leadership team regarding departmental systems, processes and recommendations for improvements.• Other duties as assigned by Supervisor or Manager.Ø Key Performance Indicators & Metrics (Criteria for Performance Evaluation) KPI’s for this role will be determined as part of the annual PMP process, it includes:• Meet or exceed turn around time for answering client inquiries• Meet or exceed turn around time for delivering reports to clients

Ø Knowledge, Skills, Abilities• Ability to work independently• Native English verbal and written communication skills• Ability to manage change and demonstrate proactive problem solving skills• Excellent time management skills• Proficiency in MS Office• Ability to effectively communicate and foster relationships with clients – both internal and external• Ability to identify client needs, resolve issues, and provide appropriate BVCPS response• Strong interpersonal skills - ability to effectively interact with multinational teams• Strong individual and team work ethic• Attention to detail• Knowledge of labour laws, corporate code of conduct programs and human rights issues, specifically in the manufacturing environment a plus.• Knowledge of general consumer products production and sourcing a plusØ Experience and Educational Background Required for the Job • University graduate preferably with 1+ year experience work experience in client services.