China Key-Account Concierge (Mandarin/English)

BioIVT; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

BioIVT seeks a Concierge Customer Specialist (China) to serve as primary liaison for key accounts in China, based in the UK with hybrid working. You will oversee customer support, quoting, and order processing, ensuring accurate, compliant, and timely delivery while coordinating with cross-functional teams.

The role requires bilingual Mandarin/English, a proactive mindset, and deep product knowledge to identify opportunities and resolve systemic issues for global accounts.

Qualifications

• Bilingual fluency in Mandarin Chinese and English is required to interface with China key accounts and distributors.
• Experience in customer support, sales operations or account management for high-value accounts.
• Flexible hours to support China Standard Time.
• Excellent written and verbal communication with cross-functional collaboration.
• Bachelor's degree in Life Sciences preferred; equivalent experience considered.

Responsibilities

• Serve as the dedicated liaison for assigned key accounts and distributors in China.
• Manage customer functions—support inquiries, quoting, and order processing—accurate, compliant, timely delivery.
• Anticipate customer needs by monitoring activity and advising on product solutions.
• Prepare and deliver quotes, ensuring alignment with pricing policies.
• Process orders from start to finish and maintain documentation in CRM systems.
• Resolve complex issues by analyzing root causes and coordinating cross-functional teams.
• Maintain relationships with regional distributor partners in China as primary liaison.
• Use CRM to track activity, manage priorities, and improve workflows.
• Plan ahead to meet all customer deliverables with quality.
• Align Sales, Operations, Finance and other departments for a unified approach.
• Develop and maintain SOPs for documentation, cross-border handling, and risk control.
• Maintain professionalism under pressure and foster strong customer relationships.

Skills

Customer support

Account management

CRM systems

Communication skills

Cross-functional collaboration

Mandarin/English bilingual

Education

Bachelor's degree in Life Sciences

Tools

CRM software

Job description

BioIVT seeks a Concierge Customer Specialist (China) to serve as primary liaison for key accounts in China, based in the UK with hybrid working. You will oversee customer support, quoting, and order processing, ensuring accurate, compliant, and timely delivery while coordinating with cross-functional teams.

The role requires bilingual Mandarin/English, a proactive mindset, and deep product knowledge to identify opportunities and resolve systemic issues for global accounts.