What are the responsibilities and job description for the Customer Service/Sales Support Supervisor position at SaniSure LLC?
ABOUT SANISURE
SaniSure is a multinational manufacturer of single-use bioprocessing solutions (SUT) used in the production of biological drugs, including monoclonal antibodies, cell therapies, gene therapies, and vaccines. With operations in the U.S. and in Europe, SaniSure operates a leading platform of vertically integrated critical fluid management technologies and integrated solutions. Its single-use products and system solutions are sold to global pharma and biotech companies and are used from R&D through full-scale commercial cGMP manufacturing of among the most innovative large molecule therapeutics and vaccines. This role is expected to be on-site.
We continue to be on a robust growth trajectory, via both organic and inorganic growth, as the company capitalizes on increasing global demand and continues its transition from a component manufacturer to an integrated systems and solutions provider.
Our primary offering includes high-value assembly solutions and a portfolio of market-leading products, including PharmaTainer bottles and carboys and related assemblies, Mixed4Sure mixing solutions, Flex4Sure bags and bag assemblies, Fill4Sure needles and needle assemblies, fittings, clamps and a wide range of silicone, braided and thermoplastic tubing solutions. The company has a growing portfolio of innovative solutions serving fast-growth applications, such as cell and gene therapies.
SaniSure is a high-growth, nimble and innovative company with a strong customer and market focus. Join us and grow your career at SaniSure!
SUMMARY:
Supervise Customer Service department and ensure service levels are met or exceeded. Establish efficient and balanced workflows that maximize efficiency and produce high levels of service, quality, and customer satisfaction. Provide direct customer support for complicated or critical issues. Assist department manager in monitoring and measuring service metrics to help develop standards, improvements, or changes to process. Assist department manager to ensure projects, department milestones, and goals are met within approved budget
ESSENTIAL FUNCTIONS:
- Supervise department’s daily workflow and performance.
- Motivate and develop a team of 7-10 employees.
- Create effective Customer Service procedures, policies, and standards, identifying opportunities for continuous improvement.
- Maintain customer information database.
- Assist department manager with development of customer satisfaction goals.
- Respond to Customer Service issues in a timely manner. Prioritize escalated issues to facilitate solutions.
- Assist with Sales and Customer inquiries, quotes, order processing, and status updates.
- Coordinate with department manager to establish, implement, and train department members on policies, standards, and procedures.
- Report on performance metrics and Customer Service KPI’s.
- Collaborate with the Sales and Operations team members (and other departments) to accomplish objectives.
- Assist department manager in recruiting efforts for Customer Service staff.
- Assist with customer audits when needed.
- Provide constructive feedback to department manager for performance evaluations.
- Performs other duties as assigned my direct manager
QUALIFICATIONS:
- Bachelor’s degree in Business Administration, Marketing, or related field (preferred).
- 3-5 years of experience in customer service, sales support, or a related field.
- 3 years’ experience in the related area as an individual contributor.
- Biopharma (or similar industry) experience preferred.
- ERP experience (Syteline preferred).
- Extensive knowledge of Customer Service department processes.
- Advanced abilities within Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.)
- Excellent interpersonal and customer service skills.
- Effective oral and written communication skills. Effective communicator.
- Excellent organizational skills and detail oriented.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Good supervisory and leadership skills.
- Able to prioritize tasks and to delegate when appropriate.
- Able to maintain confidentiality with sensitive employee data.
- Patient, tactful, diplomatic, and approachable.
- Able to stay calm in difficult situations.
- Self-starter with strong sense of urgency and ability to deliver ahead of deadlines.
- Strong leadership and team-building skills.
- Excellent verbal and written communication skills.
- Proficiency in CRM systems, Microsoft Office Suite, and order management systems.
- Strong problem-solving, decision-making, and conflict resolution skills.
- Ability to multitask, prioritize, and work in a fast-paced environment.
- Requires valid CA Driver License and proof of automobile insurance
SaniSure is an Equal Employment Opportunity Employer.
SaniSure does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age, military and/or veteran status or any other basis protected by federal or state law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at humanresources@sanisure.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address
