Customer Service Jr. (Pharma)

About SGS

We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Responsibilities

•  Work with clients and the technical laboratory to scope work for proposals, prepare and submit quotes for USP, EP, and JP compendial testing.
• Keep client and quote information up to date in CRM / Quotation platforms.  Act as a liaison between clients and the Microbiology and Chemistry department to ensure service is being delivered on-time and with high quality.
• Provide information / follow up to client, as needed.
• Upon request coordinate technical support and advice, to maintain high customer satisfaction.
• Specific Responsibilities  Use general knowledge of chemistry, microbiology and analytical techniques to develop & present technical solutions to clients in proposals indicating cost timelines & resource.  Prepare proposals in a way that matches client enquires, ensure that the quote review and approval process is followed and implemented.
• Follow-up with clients whether the proposal has been delivered and is understood.  Manage client information, RFPs and quotations in respective applications (SalesForce, PandaDoc), ensure all information is up to date and accurate.  Upon receipt of signed quote or contract ensure operations are notified of incoming samples.  Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner.  Update clients on delays in testing and provide routine TAT communications for clients.  Comply with regulatory requirements to support GMP, GLP & ISO standards.  At all times, complies with SGS Code of Integrity and Professional Conduct.
• Remains familiar with SGS quality assurance procedures.
• Complies to all SGS QHSE and HR policies and procedures.  Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
•  Bachelor’s degree in a scientific field such as Chemistry, Microbiology, or another related discipline.
• Education and/or experience in Business management or Finance is an advantage.  Minimum 1 year experience in customer service position is required.  Minimum 2 years experience in Pharma laboratory testing and cGMP experience is required.  Ability to read and interpret technical documents, study protocols, and RFPs in the domain of pharmaceutical product testing is an advantage.  Strong computer skills, proficiency in Microsoft Office applications, including Outlook, Word, and Excel.  Experience with quoting or proposal tools such as Salesforce, PandaDoc, or custom internal systems is desirable.  Strong written and verbal communication skills for internal coordination and client-facing proposals (English C1 level required).  Highly motivated and detail-oriented candidate with strong analytical, organizational, and communication skills to thrive in a fast-paced, deadline-driven environment.  Proven ability to work effectively with cross-functional teams (Sales, Project Management, Finance, Operations).  Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy.  Strong organizational skills to track revisions, client feedback, and cost updates.  Receptive to feedback and coaching, with an expectation that accuracy will improve over time.  Comfortable shifting priorities and adapting to changing business needs as they arise.  Demonstrate upmost level of integrity in all instances and shows respect toward others and for company principles.