Client Services Technician
SGS North America Inc.

Company Description

We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

The Client Services Associate will act as a liaison between clients and the Microbiology, Chemistry, and Biologics laboratory to help deliver great service and scope future work as needed. In this role, you will prepare and submit quotes for USP, EP, and JP compendial testing. Work with clients and the technical laboratory to scope work for proposals. Collaborate with clients to help ensure service is being delivered and provide follow-up as needed. Upon request give clients sample information and coordinate technical support and advice where needed to maintain high customer satisfaction.

• Respond to inquiries for analytical testing within 24 hours (phone, Web, e-mail inquiries) to ensure information is provided to exceed client expectations
• Take an active role in cultivating long-term relationships
• Review USP, EP, and JP compendial methods and client methods in conjunction with appropriate department managers to document: timelines, supplies, and sample amount required prior to issuing quotes
• 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
• For pricelist jobs prepare a proposal and send it to the client with follow-up to ensure the client has what is needed within 2 business days
• Follow-up with clients within 1 business day of issuing quote to ensure proposal has been delivered and is understood
• Upon receipt of signed quote or contract ensure operations are notified of incoming samples
• Act as the voice of the customer in the lab
• Ensure all sample/documentation/methodology-related issues are resolved with the client prior to booking the sample(s) for testing
• Develop effective communication methods with the department heads to discuss performance, successes, concerns, and challenges in meeting due dates
• Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner0Update clients on delays in testing and provide routine TAT communications for clients
• Where involved, comply with regulatory requirements to support GMP, GLP & ISO standards

Qualifications

• Bachelor's degree in Chemistry, Microbiology, Biotechnology, Biology, or related science Required
• 1+ years experience working as a scientist in a lab environment or equivalent. Preferred
• 1+ years experience in a customer service position. Preferred

Additional Information

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

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, skills, and/or abilities 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.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will receive a call back. Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.

Job Location

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