Customer Service Associate (Pharma)

Job Description

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.

Qualifications

Profile

 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).

Additional Information

Required Skills

 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.