Customer Service/Sales Support Rep.

About the role

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.

Responsibilities

• 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.

Requirements

• 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.
• 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.