Product Support Associate

Company Description

EC Biolabs, a division of Electro Crafts, is redefining life sciences research in India. Established in 2021, we are the fastest-growing supplier of life sciences products in the country. We focus on delivering validated, high-quality tools to researchers and collaborate with global suppliers to introduce innovative solutions to the Indian market. Our mission is to empower breakthroughs in life sciences by offering exceptional research tools and seamless service. EC Biolabs is ISO 9001:2015 certified.

Role Description

This is a full-time on-site role for a Product Support Associate. The Product Support Associate will be responsible for providing technical support to clients, handling product inquiries, assisting in product management, and ensuring product availability to meet customer needs. Additionally, tasks will include communicating with suppliers, aiding in project management, and presenting product information to clients.

Key Responsibilities

• Proactively reach out to new and existing customers via phone, email, and other communication channels to generate leads and close sales.
• Build and maintain strong relationships with customers, addressing their needs and providing suitable solutions.
• Prepare and send quotations to customers, ensuring pricing accuracy according to management directions.
• Track and manage leads, sales pipelines, and opportunities through CRM software.
• Prepare and manage purchase orders, quotations, and other sales-related documentation.
• Maintain a database of submitted and received quotations for regular follow-ups and record-keeping.
• Handle pre-sales and post-sales support, including technical information and competitive analysis.
• Provide exceptional customer service, follow up on orders, and resolve inquiries or issues.
• Prepare documents for tenders and annual rate contracts.
• Assist in preparing sales reports and forecasts for management.
• Stay updated with industry trends, competitor products, and market conditions.
• Collaborate with the field sales team to ensure the smooth execution of sales strategies.
• Communicate with suppliers to facilitate product management and ensure availability.
• Aid in project management and support customers technically.
• Present product information clearly to clients.
• Additional duties as assigned by the supervisor and/or management.

Qualifications

• Bachelor’s degree in Life Sciences, Biotechnology, or a related field (Master’s preferred; required for some competing roles).
• Strong analytical skills and product management experience.
• Excellent presentation and effective communication abilities.
• Proficiency in project management.
• Experience with customer support and technical support in a life sciences environment (preferred).
• Strong theoretical knowledge of biotechnology and life science research products.
• Proficiency in Microsoft Office, especially MS Excel, and basic mathematics skills.
• Ability to prioritize tasks, manage time effectively, and meet deadlines.
• Experience with CRM software is a plus.
• Ability to work independently and as part of a team.