POSITION SUMMARY

This position is responsible for developing and implementing continuous improvements to customer-facing and internal administrative processes and activities to enable advancement of the Bioanalytical Services.

DUTIES AND RESPONSIBILITIES

· Assists with initiating sample testing quotes, requesting sales order creation, updating project tracking files, coordinating sample shipments for incoming sample testing projects and outgoing return of samples to customers.

• Ensures appropriate customer documentation is completed and coordinates material and sample transfer between the customer and MSD.

• Enters new orders into laboratory inventory management system.

• Communicates services information and order information to customers.

• Acts as a liaison between customer service and other departments to address questions and concerns of potential customers. Provides input in the documentation of customer facing materials.

• Assists with pre-contract and pre-sales activities as required. This includes, but is not limited to, updating records of potential and won projects in tracking files, archiving quotes and customer communications, and initiating project pricing and quoting instructions for review. Coordinates with customer service on order processing and quote generation as required

• Provides meeting notes and documentation of project definition meetings.

• Addresses customer inquiries and order status updates with possible solutions in a timely manner.

• Assists with tracking key project/contract milestones and deliverables to ensure that orders are completed on time.

• Specific duties may vary depending upon departmental or project requirements.

EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in Science, Business, Engineering, or equivalent work experience
• A minimum of three years of experience in customer-facing, technical support, and/or consultative roles
• At least two years of experience in supporting sophisticated and diverse customers desired
• At least one year of experience in a services organization and preferably in a clinical testing laboratory or contract research organization desired
• Experience in life sciences , government contracting or other regulated industry desired

KNOWLEDGE, SKILLS AND ABILITIES

• Self-directed, proactive, strong problem solving/troubleshooting skills
• A customer focus which demonstrates proactive, responsive services with ability to provide detailed information on products and services
• Demonstrated ability to work efficiently under conditions of multiple deadlines and changing priorities with meticulous attention to detail.
• Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
• Excellent communication skills with the ability to organize, present, and articulate ideas both verbally and in writing.
• Excellent organizational skills with the ability to prioritize workload and meet deadlines with an appropriate sense of urgency
• Ability to discuss product, pricing and order information with the customer
• Demonstrated professional etiquette and courtesy and ability to build strong relationships
• Knowledge of Salesforce CRM
• Knowledge of Good Laboratory Practices (GLP) desired
• Proficiency in MS Office Suite; knowledge of MS Project desired
• Ability to work independently, as an effective team member, and with all levels of the company

PHYSICAL DEMANDS

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT

This position is performed in a traditional office environment.

Education

• Bachelors or better in Business or related field