Sales Operations Associate

TONBIRD PTE. LTD.; Singapore; On-site; SGD 47,000 - 78,000; Full time

Job summary

TONBIRD PTE. LTD. is seeking a proactive Customer Service Coordinator to manage client inquiries, coordinate sample registrations in LIMS, and oversee domestic and international logistics with lab partners.

The role involves maintaining records, onboarding new clients, and driving process improvements in a fast-paced setting. The ideal candidate will have 1–2 years in customer service or lab-related operations, strong communication, and the ability to work independently or collaboratively to

Qualifications

• Diploma or Bachelor’s Degree in a related discipline.
• 1–2 years of experience in customer service, client relationship management, project coordination, or laboratory operations.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Customer-focused with problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Respond promptly to client inquiries regarding pricing, testing capabilities, sample status, quotations, and submission requirements.
• Manage projects by serving as the primary point of contact, ensuring proactive communication and timely project updates.
• Coordinate the registration of client samples through the Laboratory Information Management System (LIMS), ensuring accuracy and compliance with established procedures.
• Plan and coordinate domestic and international logistics for sample collection, shipment, and delivery to global laboratory partners while ensuring regulatory and operational requirements are met.
• Maintain accurate customer and project records by entering and updating information in LIMS, CRM, and other business systems.
• Deliver exceptional customer service by making informed decisions that address client needs while aligning with company policies and service standards.
• Support new client onboarding by gathering project requirements, providing guidance on sample submission processes, and conducting online training for sample registration systems.
• Coordinate client requests for re-testing, additional analyses, Out-of-Specification (OOS) investigations, method changes, and other service-related requirements with internal laboratory teams.
• Investigate, manage, and resolve customer concerns or complaints in collaboration with cross-functional teams, ensuring timely and effective resolution.
• Organize and facilitate conference calls and project meetings between clients and internal teams to ensure alignment and effective communication.
• Monitor and report key customer performance indicators (KPIs), including turnaround time (TAT), service levels, customer satisfaction, and intercompany sales performance.
• Identify opportunities for process improvements, participate in continuous improvement initiatives, and support the implementation of operational enhancements.
• Perform ad-hoc duties as assigned.

Skills

Client relationship management

Project coordination

Laboratory operations

Communication skills

Organizational skills

Problem solving

Teamwork

Independence

Education

Diploma or Bachelor’s Degree in Business Administration

Bachelor’s Degree in Life Sciences

Diploma/Bachelor’s in Environmental Science

Job description

Monday to Friday, 8:30 AM to 5:30 PM

Work location - Joo Koon

Key Responsibilities

• Respond promptly to client inquiries regarding pricing, testing capabilities, sample status, quotations, and submission requirements.
• Manage projects by serving as the primary point of contact, ensuring proactive communication and timely project updates.
• Coordinate the registration of client samples through the Laboratory Information Management System (LIMS), ensuring accuracy and compliance with established procedures.
• Plan and coordinate domestic and international logistics for sample collection, shipment, and delivery to global laboratory partners while ensuring regulatory and operational requirements are met.
• Maintain accurate customer and project records by entering and updating information in LIMS, CRM, and other business systems.
• Deliver exceptional customer service by making informed decisions that address client needs while aligning with company policies and service standards.
• Support new client onboarding by gathering project requirements, providing guidance on sample submission processes, and conducting online training for sample registration systems.
• Coordinate client requests for re-testing, additional analyses, Out-of-Specification (OOS) investigations, method changes, and other service-related requirements with internal laboratory teams.
• Investigate, manage, and resolve customer concerns or complaints in collaboration with cross-functional teams, ensuring timely and effective resolution.
• Organize and facilitate conference calls and project meetings between clients and internal teams to ensure alignment and effective communication.
• Monitor and report key customer performance indicators (KPIs), including turnaround time (TAT), service levels, customer satisfaction, and intercompany sales performance.
• Identify opportunities for process improvements, participate in continuous improvement initiatives, and support the implementation of operational enhancements.
• Perform ad-hoc duties as assigned.

Job Requirements

• Diploma or Bachelor's Degree in Business Administration, Life Sciences, Chemistry, Microbiology, Environmental Science, or a related discipline.
• Minimum 1-2 years of experience in customer service, client relationship management, project coordination, or laboratory operations.
• Excellent verbal and written communication skills with the ability to build strong client relationships.
• Strong organizational and multitasking skills with the ability to manage multiple projects and deadlines.
• Customer-focused with strong problem-solving and conflict resolution abilities.
• Able to work independently as well as collaboratively in a fast-paced environment.
• Positive attitude, proactive mindset, and a commitment to delivering excellent customer service.