Are you an exceptional and passionate customer service specialist with relevant life sciences sector (e.g. pharmaceuticals, biotech, medical technology, research) experience?
BioIVT is a leading global provider of research models and value-added research services for drug discovery and development. By combining our technical expertise, exceptional customer service and unparalleled access to biological specimens, BioIVT serves the research community as a trusted partner in elevating science. We have an exciting new opportunity to join BioIVT as Concierge Customer Specialist supporting customers and key accounts in China.
This role is based in the UK, London, Shepherd's Bush area and offer hybrid working.
We offer competitive salary and excellent benefits - details of our package will be covered with shortlisted candidates during the 1st interview.
SUMMARY
The Concierge Customer Specialist serves as the primary point of contact and strategic partner for assigned key accounts and distributors in China, 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 and ensure international regulatory compliance. 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the dedicated liaison for assigned key accounts and distributors in China, 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 analysing root causes, coordinating cross‑functional teams, and implementing sustainable solutions.
- Establish and maintain robust, collaborative relationships with regional distributor partners in China, acting as their primary liaison to facilitate smooth operations and address inquiries.
- 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.
- Develop, execute and maintain Standard Operating Procedures (SOPs) for documentation management, cross-border biospecimen handling, foreign business risk control.
- 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.
REQUIREMENTS
Essential:
• Demonstratable customer service or customer relations experience.
• Relevant experience in the Life Science industry.
• Proven ability to manage multiple functions and the full cycle within customer service (Customer Support, Quoting, Order Processing).
• CRM systems (incl. reporting, dashboards, and workflow optimization).
• Advanced written and verbal communication skills together with English language proficiency.
• Organisation, problem solving and time management skills.
• Weekly commuting distance to London site.
Desirable:
• Bilingual fluency in Mandarin Chinese and English.
• Experience working with customers and or distributors in China.
• General industry experience and/or market knowledge (Life Science market)
• Bachelor’s degree in life sciences related field, or equivalent experience.
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 accommodation 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: sit, speak, hear/listen. Specific vision abilities required by this job include close vision, colour vision, depth perception, and ability to adjust focus.
WORK LOCATION and WORK ENVIRONMENT
A full-time Monday to Friday work schedule (tailored working hours to support China Standard Time).
Apply on our career site today! For BioIVT colleagues, this role qualifies under the employee referral scheme.
Please note we are only able to respond to shortlisted candidates.
Concierge Customer Specialist employer: BioIVT
BioIVT is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With a competitive salary, discretionary bonus plan, and comprehensive health insurance, employees are well-supported while leading impactful talent initiatives across the globe. The remote nature of this role, combined with opportunities for occasional travel to vibrant locations like London and Sussex, ensures a fulfilling and flexible work experience.
