PRIMARY RESPONSIBILITIES • Maintain high customer satisfaction by providing clients a resource for routine testing. Act as a liaison between clients and the laboratory as follows: Prepare and submit responses to all fee schedule/transactional quotes, collaborate with clients, monitor SGS activities against quote scope, schedule teleconferences and face to face meetings as needed, Give clients sample information and coordinate technical support and advice where needed to maintain high customer satisfaction.
REPORTING LINE • LSS Business Manager / TCM / TCM Director
SPECIFIC RESPONSIBILITIES 1. PRE SALE Process a. For all standard pricelist jobs respond to enquiries (phone, Web, e-mail enquiries) ensure information is provided to exceed client expectations. b. Take an active role in cultivating long-term relationships. 2. SALES Process a. For pricelist jobs prepare a proposal and send to the client. b. Manage and conduct follow up to convert proposal to a contract. 3. POST SALE Process a. Upon receipt of signed quote or contract follow contract review procedure. b. Track status of assigned projects from sample receipt to final report c. Act as the voice-of-the-customer at SGS. d. Ensure all sample/documentation/methodology related issues are resolved with the client prior to forwarding the sample(s) for testing e. Communicate with the department heads to discuss performance, successes, concern and challenges in meeting due dates f. Manage project scope & prevent project scope creep. g. Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner 4. Other a. At all times, comply with SGS Code of Integrity and Professional Conduct
PROFILE • Degree in Pharmacy, Biotechnology, Biology, Chemistry or related science • 3 - 5 years experience working as a scientist in a lab environment or equivalent • 1 - 2 years experience in a customer service position - preferred.
REQUIRED SKILLS • Knowledge Regulatory Affairs and Pharmaceutical development with emphasis on CMC. • Strong negotiation, communication, customer relation, and interpersonal skills • Superior oral and written skills • Self starter with entrepreneurial attitude • The incumbent must be capable of multi-tasking in order to meet the required sample turn-around time and client satisfaction while working together with the Laboratory Managers on a regular basis
OTHER INFORMATION: KPI's Pre Sale Process • 24 hour response time for first response to client on any inquiry/email
Sales Process • Proposal Turnaround = 48 hours after complete information received from client • 1st Proposal Follow-up = 48 hours
Post Sales Process • Ensure any contract changes from SGS or client are captured recorded and managed as per the contract review procedure. • All client requests / communications are responded to in a timely manner and records are maintained.
ADDITIONAL INFORMATION • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required. • This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company's rights to assign or reassign duties and responsibilities to this job at any time. • SGS is an EOE AA M/F/Vet/Disability employer.
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
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