Concierge Customer Specialist (China Regional Support) in Burgess Hill, West Sussex at Asterand Inc

The Concierge Customer Specialist serves as the primary point of contact and strategic partner for assigned key accounts, managing the end to end customer experience across Customer Support, Quoting, and Order Processing functions. This role proactively anticipates customer needs, ensures seamless execution of all transactions, and aligns internal stakeholders to deliver exceptional service. The Concierge Customer Specialist leverages deep product knowledge, strategic communication, and cross functional collaboration to strengthen relationships, identify growth opportunities, and drive systemic resolutions for recurring challenges.

This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Good Laboratory Practice (GLP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the dedicated liaison for assigned key accounts, providing proactive, tailored communication that builds trust and strengthens relationships.
• Manage all customer functions — including support inquiries, quoting, and order processing — ensuring accuracy, compliance, and timely delivery in accordance with SLAs and company policies.
• Anticipate customer needs by monitoring account activity, identifying demand patterns, and advising on product or service solutions.
• Prepare and deliver quotes for assigned accounts, ensuring accuracy, compliance, and alignment with pricing policies.
• Process orders from start to finish, verifying details, resolving discrepancies, and maintaining complete documentation in CRM systems.
• Resolve complex or systemic issues by analyzing root causes, coordinating cross functional teams, and implementing sustainable solutions.
• Use CRM strategically to track account activity, manage priorities, and improve workflows for assigned accounts.
• Plan ahead and manage priorities to ensure all customer deliverables are met without compromising quality.
• Align stakeholders across Sales, Operations, Finance, and other departments to ensure a unified approach to key account management.
• Maintain composure and professionalism during challenging interactions, using emotional intelligence to navigate sensitive situations.
• Identify opportunities for process improvement and contribute to initiatives that enhance the customer experience for key accounts.

QUALIFICATIONS

• 5+ years of experience in customer support, sales operations, account management, or a related role, with a focus on high value or strategic accounts.
• Proven ability to manage multiple functions (Customer Support, Quoting, Order Processing) seamlessly.
• Advanced written and verbal communication skills with the ability to deliver proactive, strategic communication to key accounts.
• Deep product knowledge with the ability to advise customers strategically and identify demand patterns.
• Strong critical thinking skills to drive systemic resolutions for recurring issues.
• Proficiency with CRM systems, including strategic use of reporting, dashboards, and workflow optimization.
• Excellent time management skills with the ability to plan ahead and manage competing priorities.
• Demonstrated success in aligning stakeholders and coordinating cross functional efforts.
• High emotional intelligence, composure under pressure, and ability to foster strong customer relationships.
• Commitment to quality, compliance, and continuous improvement.
• Bachelor’s degree preferred; equivalent experience considered.
• Fluent in Mandarin and English, with excellent verbal and written communication skills in both languages

Other duties may be assigned.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to: stand; walk, sit, speak, hear/listen, display manual dexterity, reach with hand and arms. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A full-time Monday through Friday workweek with general business hours and flexibility to occasionally work additional hours as needed and approved by management.