Concierge Customer Specialist (China)

An exciting new opportunity to join BioIVT as an experienced Concierge Customer Specialist supporting customers and key accounts in China.
Bilingual fluency in Mandarin Chinese and English is a must.

This role can be based either in Belgium (Brussels) or UK (London).
The role can be performed remotely subject to ability to attend one of our offices for training and/or meetings as required (Brussels, London, Burgess Hill).

Competitive salary and excellent benefits - details of our package will be covered with shortlisted candidates during the 1st interview.

SUMMARY

The Concierge Customer Specialist (China) 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 (China) 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.

QUALIFICATIONS

• Demonstratable experience in customer support, sales operations, account management, or a related role, with a focus on high‑value or strategic accounts.
• Bilingual fluency in Mandarin Chinese and English is required to interface effectively with China key accounts and distributors and global team.
• Flexibility with working hours tailored to support China Standard Time (CST).
• 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 and life science experience preferred; equivalent experience considered.

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 through Friday workweek (tailored working hours to support China Standard Time). Access to office location during standard UK/EU working time with requirement to attend office for training and assigned meetings.

Apply on our career site today! For BioIVT colleagues, this role qualifies under the employee referral scheme.