Customer Service Jr. (Pharma)
SGS · Shared Services Center
Company Description
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.
Job Description
- 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
- 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.