Customer Service Associate (Pharma)

Private Advertiser; Muntinlupa; On-site; PHP 360,000 - 540,000; Full time

Job summary

Private Advertiser in the Philippines seeks a GBS HN Pharma Customer Service Associate to coordinate with clients and the technical laboratory to scope proposals, prepare quotes for USP, EP, and JP testing, and ensure on-time delivery of services.

You will support GMP/GLP and ISO compliance, manage RFPs and quotations in Salesforce and PandaDoc, and collaborate with Sales, Project Management, Finance, and Operations to deliver high-quality service.

Qualifications

• Bachelor's degree in a scientific field.
• Minimum 1 year experience in customer service.
• Minimum 2 years experience in Pharma laboratory testing and cGMP experience.
• Strong computer skills including Outlook, Word, Excel.
• Excellent written and spoken English (C1 level).
• Ability to coordinate with cross-functional teams and manage multiple tasks.

Responsibilities

• Scope work for proposals and prepare quotes for USP, EP, and JP testing.
• Liaise between clients and Microbiology/Chemistry departments to ensure timely delivery.
• Develop and present technical solutions to clients in proposals.
• Prepare proposals to match client inquiries and follow up on delivery and understanding.
• Manage client information, RFPs and quotations in CRM and quotation platforms.
• Notify operations of incoming samples and maintain timely client communications.
• Ensure compliance with GMP, GLP, and ISO standards.

Skills

Customer service

Communication

English proficiency

Cross-functional collaboration

MS Office

Education

Bachelor's degree in a scientific field

Tools

Salesforce

PandaDoc

CRM software

Job description

About the role

GBS HN Pharma Customer Service Associate working with clients and the technical laboratory to scope work for proposals, prepare and submit quotes for USP, EP, and JP compendial testing. Act as a liaison between clients and the Microbiology and Chemistry department to ensure service is being delivered on-time and with high quality.

Key responsibilities

• Work with clients and the technical laboratory to scope work for proposals, prepare and submit quotes for USP, EP, and JP compendial testing. Keep client and quote information up to date in CRM / Quotation platforms.
• Act as a liaison between clients and the Microbiology and Chemistry department to ensure service is being delivered on-time and with high quality. Provide information / follow up to client, as needed. Upon request coordinate technical support and advice, to maintain high customer satisfaction.
• 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. Follow-up with clients whether the proposal has been delivered and is understood.
• Manage client information, RFPs and quotations in respective applications (SalesForce, PandaDoc), ensure all information is up to date and accurate.
• Upon receipt of signed quote or contract ensure operations are notified of incoming samples.
• Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner.
• Update clients on delays in testing and provide routine TAT communications for clients.
• Comply with regulatory requirements to support GMP, GLP & ISO standards.
• Comply with SGS Code of Integrity and Professional Conduct. Remains familiar with SGS quality assurance procedures. Complies to all SGS QHSE and HR policies and procedures.

About you

• Bachelor's degree in a scientific field such as Chemistry, Microbiology, or another related discipline.
• Minimum 1 year experience in customer service position is required.
• Minimum 2 years experience in Pharma laboratory testing and cGMP experience is required.
• Strong computer skills, proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Strong written and verbal communication skills for internal coordination and client-facing proposals (English C1 level required).
• Highly motivated and detail-oriented candidate with strong analytical, organizational, and communication skills to thrive in a fast-paced, deadline-driven environment.
• Proven ability to work effectively with cross-functional teams (Sales, Project Management, Finance, Operations).
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Strong organizational skills to track revisions, client feedback, and cost updates.
• Receptive to feedback and coaching, with an expectation that accuracy will improve over time.