Customer Service Jr (Sales and Pharma)

Reporting Line

Operational direct reporting to Affiliate Manager or Supervisor; administrative accountability to GBS Supervisor.

Primary 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.