Customer Services Junior (Pharma)

Job description

Company Description SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world. Job Description Reporting Line Operational direct reporting to Affiliate Manager or Supervisor; administrative accountability to GBS Supervisor. Primary Responsibilities This member assists the Inside Sales Managers in compiling documentation, generating client quotations, client communications, entry/update of quotes and other information into CRM, update information in Laboratory Information Management System (LIMS), market research and other tasks as needed. Specific Responsibilities At all times, complies with SGS Code of Integrity and Professional Conduct. Coordinate with various departments to ensure prompt and appropriate responses to customer needs. Outlines the scope, quotes, schedules, and coordinate the dispatch of sample collection and analysis projects to field and laboratory assets in their territory Act as the liaison and advocate for the customer’s needs, requests, and requirements when leveraging SGS and/or non-SGS Samplers, Laboratories, Management, Sales, and Business Development resources to complete projects Consult with customers to develop analysis protocols, create testing schedules and interpret results. Demonstrate a deep understanding of regulatory requirements, onboard treatment systems, and SGS policies, procedures, and service offerings Engage with customers to develop relationships based on trust and competence Facilitate operational excellence by communicating customer needs and organizational best practices to internal and external stakeholders to ensure timely and accurate solutions to increase customer satisfaction and workplace efficiency Adheres to internal standards, policies, and procedures Performs other duties as assigned Develops skills and knowledge to progress in your career. Develops trust by providing timely responses to all inquiries, whether by phone or email. Promotes a positive “Can do!” attitude and a safe working environment. Be knowledgeable and compliant with SGS procedures and standards. Takes initiative in all we do and perform other duties as required to further SGS mission of service, quality and growth. Builds and maintains strong working relationships. Adopts and supports specific operational improvement activities as communicated by the GBS Team Lead. These projects will focus on the improvement of quality, efficiency, accreditation, communication and technical improvement. 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. Ensures work area in GBS is kept clean and presentable at all times. Remains familiar with SGS quality assurance procedures. Complies to all SGS QHSE and HR policies and procedures. Qualifications Profile Bachelor’s degree in Chemistry, Environmental Science, or related science, or an Associate’s degree in Chemistry, Environmental Science, or related science. 1 to 2 years of industry experience Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers or employees of the organization. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Intermediate personal computer skills including email, Microsoft Office, job task applications, Internet, On-line data system. Excellent written and verbal communication skills in English (B2+ or C1). Additional Information Required Skills The ability to meet commitments made to yourself and others, and acknowledges and accepts your choices, actions and results. The ability to write and speak effectively, actively listen to others, ask questions to verify understanding, and use tact and consideration when delivering feedback. Demonstrate responsiveness, adaptability and flexibility with changing environments, responsibilities, tasks, and people. Methodically identify and resolve problems by gathering and analyzing information. Understand and comprehend information, as well as find application and value from new knowledge. The knowledge and ability to use computers and technology efficiently and effectively. The ability to demonstrate a series of activities designed to enhance the level of customer satisfaction. Encourage and embrace dialogue from team members. Share key information with others involved in a project, work to accomplish objectives, respond with enthusiasm to directives, and show support for departmental and organizational decisions. Follow detailed procedures to ensure accuracy in the entry and reporting of data. Demonstrate upmost level of integrity in all instances and shows respect toward others and for company principles. Sets high standard of excellence to ensure quality assurance in every aspect of work performed. Take personal responsibility and ownership to adhere to all company policies and procedures, and complete work timely and in accordance with performance expectations.