Sales Operations Associate

• 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.

Lee Jia Ann | Registration No.: R25140818 | Tonbird Pte. Ltd. | EA Licence No.: 25C2672