Life Sciences Client Services Specialist - Fairfield, NJ

Company Name:
#### Primary Responsibilities
Act as a liaison between clients and the laboratory as follows: Prepare and submit responses to all Requests for Proposals (RFPs), 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 to
LSS Manager, Client Services
#### 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. All client enquiries to be recorded in the CRM.
b. Take an active role in cultivating long-term relationships.
c. Send report to Sales staff weekly on client activity.
2. SALES Process
a. Ensure that the contract review process is followed and implemented
b. For pricelist jobs prepare a proposal and send to the client.
c. Manage and conduct all 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 in the lab.
d. Ensure all sample/documentation/methodology related issues are resolved with the client prior to booking the sample(s) for testing
e. Review compendial and client methods in conjunction with appropriate department managers to document: timelines, supplies, sample amount required prior to issuing quotes
f. Develop and maintain tracking and performance tools to inform the lab operation and the management of the effectiveness of the operation. (LIMS)
g. Develop effective communication methods with the department heads to discuss performance, successes, concern and challenges in meeting due dates
Manage project scope & prevent project scope creep.
Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner
4. Other
a. Forecasts monthly revenue for select major clients when requested
b. Provide back up support to Customer Service and routine quoting
c. Complete any assigned task.
#### Profile
Associate''s Degree in Pharmacy, Biotechnology, Biology, Chemistry or related science, Bachelor''s degree preferred
3 - 5 years experience working as a scientist in a lab environment or equivalent
1 - 2 years experience in a customer service position - preferred.
#### Skills
Knowledge Regulatory Affairs and Pharmaceutical development with emphasis on CMC.
Experience with bio-pharmaceuticals a plus
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
#### 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.
If applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call for assistance
Industry or Theme: Agriculture & Food,Chemical,Consumer Goods & Retail,Energy,Life Sciences,Environment
Functional Area: Customer Care
Contract Type:
Reference Number: US04188
Listing Date: 04.02.2014 00
Closing Date: 31.07.2014 00

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