Sales Support cum Accounts Executive

ASTAR LABORATORY PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

ASTAR LABORATORY PTE. LTD. is seeking a customer-focused Project Coordinator to manage inquiries, onboarding, and project updates.

The role requires coordinating samples in LIMS, planning global logistics, and maintaining accurate records with internal teams. You’ll ensure high service levels while aligning with company policies and standards. Ideal candidates have 1–2 years in customer service or related fields, strong communication, and the ability to work independently in a fast-paced lab

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Life Sciences, Chemistry, Microbiology, Environmental Science, or related discipline.
• 1–2 years of experience in customer service, client relationship management, project coordination, or lab operations.
• Excellent verbal and written communication to build strong client relationships.
• Strong organisational and multitasking skills to manage multiple projects and deadlines.
• Customer-focused with problem-solving and conflict resolution abilities.
• Able to work independently as well as 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).
• Plan and coordinate domestic and international logistics for sample collection, shipment, and delivery to global laboratory partners.
• Maintain accurate customer and project records in LIMS, CRM, and other systems.
• Deliver exceptional customer service by addressing client needs while aligning with policies and service standards.
• Support new client onboarding by gathering requirements and guiding sample submission processes.
• Coordinate client requests for re-testing, additional analyses, OOS investigations, method changes, and other needs with internal teams.
• Investigate and resolve customer concerns with cross-functional teams.
• Organize conference calls and project meetings to ensure alignment and communication.
• Monitor KPIs such as turnaround time, service levels, and customer satisfaction.
• Identify opportunities for process improvements and support operational enhancements.
• Perform ad-hoc duties as assigned.

Skills

Customer service

Client relationship management

Project coordination

Laboratory operations

Communication skills

Organisational skills

Education

Diploma or Bachelor's Degree

Job description

Job Description

• 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 organisational 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.