Pharma Customer Service

This role is expected to collaborate with clients and the laboratory team to define project scopes and prepare quotations for USP, EP, and JP compendial testing. Maintain accurate and current client and quotation records in CRM and proposal systems.

Serve as the main point of contact between clients and the Microbiology and Chemistry teams, ensuring timely and high-quality service delivery. Offer updates and follow-ups to clients as necessary, and coordinate technical support when requested to ensure customer satisfaction.

Detailed Responsibilities:

• Apply general knowledge in chemistry, microbiology, and analytical methods to create and present technical proposals outlining costs, timelines, and resource needs.
• Align proposals with client requests, ensuring internal review and approval protocols are followed. 
• Confirm with clients that proposals have been received and understood.
• Manage and update client data, request-for-proposals (RFPs), and quotes in tools like Salesforce and PandaDoc
• Notify the operations team of incoming samples once quotes or contracts are finalized.
• Respond promptly and effectively to client inquiries about analytical testing services.

• Communicate testing delays and provide regular turnaround time (TAT) updates to clients.

• Ensure compliance with GMP, GLP, and ISO standards.

• Always follow company standards and code of conduct and adhere to quality, safety, and HR policies and procedures.
• Perform other tasks as assigned to support department objectives or for professional development, as directed by the supervisor.

Qualifications:

• Bachelor's degree in Chemistry, Microbiology, or a related scientific discipline. Business or finance education/experience is a plus.

• At least 1 year of experience in a customer service role.

• Minimum 2 years of experience in pharmaceutical laboratory testing, including cGMP practices.

• Ability to understand technical documents, protocols, and pharmaceutical RFPs is a strong advantage.

• Proficient in Microsoft Office (Outlook, Word, Excel).

• Experience with proposal/quotation systems like Salesforce, PandaDoc, or similar platforms is preferred.

• Excellent written and spoken English communication skills (C1 level), with the ability to communicate effectively in both internal and client-facing contexts.