Sales Support Supervisor

Customer Service & Sales Support Supervisor Needed on Camarillo

Industry: BioTech

Schedule: Monday - Friday from 8am - 5pm

Pay Range: $75,000 - $85,000 yearly

Benefits: Excellent Benefits Package

Hiring Process: Direct Hire

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

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

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

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.