Customer Service/Sales Support Rep.

About SaniSure

SaniSure is a high-growth multinational manufacturer of single-use products and systems used in the production of biological drugs, including cell therapies, gene therapies, and vaccines. With operations in the U.S. and Europe, we supply global pharmaceutical and biotech companies with the critical tools they need to develop and manufacture some of today's most innovative and life-changing medicines. As we continue to expand our product offerings and global footprint, SaniSure offers an exciting opportunity to join a nimble, customer-focused company at the forefront of the biotech industry.

Job Summary

This is a pivotal role in ensuring SaniSure's customers receive exceptional customer service experiences while also supporting the Company's sales team by providing excellent communications with a customer-centric approach. This position requires the ability to multi-task in a fast-paced environment while collaborating with internal resources from the beginning of the quoting process through successful delivery to the end customer.

Essential Functions

• Provide accurate product information, pricing, quotes, modifications, and product availability and delivery dates.
• Process orders, quotes, returns, and exchanges accurately and efficiently.
• Respond promptly to customer inquiries via phone, email, and chat, demonstrating professionalism and empathy.
• Resolve customer complaints and concerns in a timely and courteous manner, striving to exceed customer expectations.
• Coordinate with purchasing and production departments to track order status.
• Run open order report daily and communicate with customers and sales representatives of any potential delays or issues regarding customer orders.
• Maintain customer database and update records with sales interactions and transactions in the ERP system.
• Partner with applicable departments to identify customer/order issues, reacting with a sense of urgency.
• Ensure drawings are approved and signed prior to beginning the quoting process.
• Review Bill of Materials (BoM) in ERP to ensure capability of producing orders by confirming all costs, parts, and labor.
• Ensure margin accuracy by maintaining open communication with the sales team for approval.
• Collaborate with the sales team to provide pre- and post-sales support.
• Share any upselling and cross-selling opportunities with sales team to maximize sales revenue.
• Prepare sales reports, presentations, and other documentation as needed.
• Stay informed about product features, benefits, and specifications to effectively address customer inquiries and support sales team.
• Participate in ongoing product training sessions to enhance product knowledge.
• Share customer feedback and insights with relevant departments to drive continuous improvement.
• Proactively communicate with internal and external customers.
• Perform other duties as assigned.

Education

High School diploma or equivalent; Bachelor's degree preferred. 5+ years of related customer service experience in a manufacturing environment for customized products, preferably in a Bio-Pharma or similar highly regulated (ISO) industry.

Required Experience & Competencies

• Experience using ERP systems (Syteline preferred).
• Aptitude for working with technical data associated with product lines.
• Proven analytical and critical thinking skills.
• Self-motivated with the ability to work independently as well as part of a team in a fast-paced environment.
• Ability to multitask, prioritize, and manage time effectively.
• Excellent Microsoft Office skills.
• Excellent math and accounting skills.
• Detail-oriented with a high level of accuracy in data entry and order processing.
• Strong interpersonal skills with a customer-centric attitude.
• Excellent verbal and written communication skills.