Client Success & Sales Operation Specialist

About the role

This position serves as the primary point of internal commercial administration for customers in the crop protection, pharmaceutical, and chemical markets who utilize contract research and analytical services for regulated products such as herbicides, pesticides, pharmaceuticals, and chemical active ingredients. This role is responsible for assisting with customer inquiries, coordinating quotations, large complex proposals, and order processes, supporting the interactions between sales organization and three laboratory sites relating to back-office activities, and ensuring exceptional customer outcomes from initial request, and change order management, through project completion.

Responsibilities

• Serve as primary internal and secondary external customer contact regarding customer and customer-facing requests, support, and account management.
• Receive, review, and respond to requests for quotation (RFQs) in collaboration with technical, laboratory, and sales teams.
• Prepare and issue pricing estimates, quotations, change orders, and ensure compliance with pre-existing Services Agreements.
• Enter and manage orders in the laboratory information management system (LIMS) or other ERP systems.
• Aid sales representatives with account coordination, pipeline tracking, and customer communications.
• Directly support preparation of quotes, change orders, and other customer-facing documentation, as well as ensure internal systems are utilized properly for project tracking on Company’s SharePoint sites.
• Lead the commercial to operations handoff process to ensure proper invoicing, scheduling and Project numbers documented, and Study Directors assigned when a new project (quote) is achieved (won).
• Proactively identify opportunities to improve customer satisfaction and service efficiency.

Qualifications

• Skills in which they are highly organized, detail-oriented, customer-focused, systems knowledgeable, and comfortable working in a regulated scientific environment.
• Experience supporting regulated products such as pesticides, herbicides, pharmaceuticals, or specialty chemicals. Experience in commercial labs which run “study based” projects is preferred.
• Familiarity with GLP, GMP, ISO, or other regulated laboratory environments.
• Understanding of contract research or analytical testing services.
• Basic Minimum Qualifications:
• An associate’s or bachelor’s degree in life sciences, chemistry, business, or a related field (or equivalent experience).
• 2+ years of experience in customer service, inside sales, or account support within a laboratory, pharmaceutical, chemical, or regulated manufacturing environment.
• Strong written and verbal communication skills.
• High attention to detail and strong organizational skills.
• Proficiency with CRM systems, LIMS/ERP systems, and Microsoft Office.

Additional Information

• Position is full-time, Monday-Friday, 8:00am to 5:00pm.
• Candidates currently living within a commutable distance of Easton, MD are encouraged to apply.