Customer Service Associate (Sales and Pharma)

SGS; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

SGS is a world‑leading inspection, verification, testing and certification company with a network of offices and laboratories worldwide. This role supports proposals for pharmaceutical testing, liaises with clients and internal labs, and ensures timely, compliant execution of projects.

Based in the Philippines, the position involves a 3‑month onsite start with a transition to a hybrid work setup. The successful candidate will manage RFPs, quotations, and client communications using Salesforce

Qualifications

• Bachelor’s degree in a scientific field such as Chemistry, Microbiology, or related discipline.
• Business management or Finance background is an advantage.
• Minimum 1 year experience in customer service.
• Minimum 2 years experience in Pharma laboratory testing and cGMP experience.
• Ability to read and interpret technical documents, study protocols, and RFPs in pharmaceutical testing.
• Strong computer skills in MS Office (Outlook, Word, Excel).
• Experience with quoting or proposal tools such as Salesforce or PandaDoc is desirable.
• Strong written and verbal English communication (English C1 level).

Responsibilities

• Scope work for proposals, prepare and submit quotes for USP, EP, and JP testing.
• Keep client and quote information up to date in CRM/PandaDoc.
• Act as liaison between clients and the Microbiology and Chemistry department to ensure timely, high-quality service.
• Coordinate technical support and advice to maintain high client satisfaction.
• Develop & present technical solutions to clients in proposals with cost, timelines, and resources.
• Prepare proposals matching client enquiries and ensure quote review/approval processes.
• Manage client information, RFPs, and quotations in Salesforce, PandaDoc; notify operations of incoming samples.
• Provide timely updates on testing delays and routine TAT communications.
• Comply with GMP, GLP, ISO standards; adhere to SGS policies; pursue professional development.

Skills

Customer service

Analytical skills

English communication

MS Office

Reading technical documents

Cross-functional collaboration

Proposal & quoting

Education

Bachelor’s degree in Chemistry, Microbiology or related field

Business management or Finance background (advantage)

Tools

Salesforce

PandaDoc

custom internal systems

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

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.

Specific Responsibilities

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.
Compli with regulatory requirements to support GMP, GLP & ISO standards.
At all times, complies 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.
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.

Qualifications

Profile

• Bachelor’s degree in a scientific field such as Chemistry, Microbiology, or another related discipline.
• Education and/or experience in Business management or Finance is an advantage.
• Minimum 1 year experience in customer service position is required.
• Minimum 2 years experience in Pharma laboratory testing and cGMP experience is required.
• Ability to read and interpret technical documents, study protocols, and RFPs in the domain of pharmaceutical product testing is an advantage.
• Strong computer skills, proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Experience with quoting or proposal tools such as Salesforce, PandaDoc, or custom internal systems is desirable.
• Strong written and verbal communication skills for internal coordination and client-facing proposals (English C1 level required).

Additional Information

Required Skills

• 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.
• Comfortable shifting priorities and adapting to changing business needs as they arise.
• Demonstrate upmost level of integrity in all instances and shows respect toward others and for company principles.
• For working set up: 3 months onsite, transitioning to a hybrid setup thereafter.