Sales Support cum Accounts Executive

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.