Customer Service Jr. (Pharma)

SGS (Malaysia) Sdn Bhd; Philippines; On-site; PHP 350,000 - 650,000; Full time

Job summary

SGS (Malaysia) Sdn Bhd is seeking a proactive Proposals & Client Liaison Specialist based in the Philippines. You will scope testing work, prepare quotes for pharmacopeial methods, and coordinate between clients and the Microbiology/Chemistry teams to ensure on-time, high-quality service.

Responsibilities include developing technical solutions in proposals, managing RFPs in CRM tools, and keeping clients informed of testing timelines and any delays.

Qualifications

• Bachelor's degree in a scientific field such as Chemistry, Microbiology, or another related discipline.
• Experience with 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).
• 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.

Responsibilities

• Work 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.
• Provide information / follow up to client, as needed. Coordinate technical support and advice to maintain high customer satisfaction.
• Develop & present technical solutions to clients in proposals indicating cost timelines & resource.
• Prepare proposals to match client enquiries and ensure the quote review and approval process is followed.
• Manage client information, RFPs and quotations in CRM / PandaDoc, ensuring up-to-date and accurate data.
• Notify operations of incoming samples upon receipt of signed quote or contract.
• Meet client information requests pertaining to analytical testing in a timely and effective manner.
• Provide routine TAT communications and update clients on delays in testing.
• Comply with GMP, GLP & ISO standards and SGS policies.
• Performs other related duties as assigned by supervisor.

Skills

Customer service

Proposal coordination

Client communication

Cross-functional collaboration

English proficiency

Microsoft Office

CRM familiarity

Education

Bachelor's degree in Chemistry or Microbiology

Tools

Salesforce

PandaDoc

Office tools

Job description

Job Description

• 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.
• 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

• 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).
• 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.