The Client Services Associate will act as a liaison between clients and the Microbiology, Chemistry, and Biologics laboratory to help deliver great service and scope future work as needed. In this role, you will prepare and submit quotes for USP, EP, and JP compendial testing. Work with clients and the technical laboratory to scope work for proposals. Collaborate with clients to help ensure service is being delivered and provide follow-up as needed. Upon request give clients sample information and coordinate technical support and advice where needed to maintain high customer satisfaction.Respond to inquiries for analytical testing within 24 hours (phone, Web, e-mail inquiries) to ensure information is provided to exceed client expectationsTake an active role in cultivating long-term relationshipsReview USP, EP, and JP compendial methods and client methods in conjunction with appropriate department managers to document: timelines, supplies, and sample amount required prior to issuing quotesUse general knowledge of chemistry, microbiology and analytical techniques to develop & present technical solutions to clients in proposals indicating cost timelines & resourcePrepare proposals in a way that matches client enquiresEnsure that the quote review and approval process is followed and implementedFor pricelist jobs prepare a proposal and send it to the client with follow-up to ensure the client has what is needed within 2 business daysFollow-up with clients within 1 business day of issuing quote to ensure proposal has been delivered and is understoodUpon receipt of signed quote or contract ensure operations are notified of incoming samplesAct as the voice of the customer in the labEnsure all sample/documentation/methodology-related issues are resolved with the client prior to booking the sample(s) for testingDevelop effective communication methods with the department heads to discuss performance, successes, concerns, and challenges in meeting due datesEnsure that all client requests for information pertaining to analytical testing are met in a timely and effective manner0Update clients on delays in testing and provide routine TAT communications for clientsWhere involved, comply with regulatory requirements to support GMP, GLP & ISO standards
