Customer Service/ Sales Support Rep

Job Description

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.

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:

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 with 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 FUNCITONS:

Provide accurate product information, pricing, quotes, modifications, and product availably 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. Communicate with customers and sales representatives regarding any potential delays or issues regarding customer orders.

Maintain customer database and update records with sales interactions and transactions in the ERP system, including customer resale certificates, W-9’s, and other required documents.

Partner with applicable departments to identify customer/order issues, including notifying accounting for customer credit hold situations and respond to all issues with a sense of urgency.

Ensure drawings are approved and signed prior to beginning the quoting process.

Review (in ERP) BoM’s (Bill of Materials) 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.

Participate in periodic physical inventory process.

Performs other tasks as assigned.

QUALIFICATIONS:

High School diploma or equivalent; bachelor’s degree preferred.

5+ years’ related customer service experience in a manufacturing environment for customized products, preferably in a Biopharma or similar highly regulated (ISO) industry.

Experience using ERP (Syteline preferred).

Aptitude for working with technical data associated with product lines.

Proven analytical and critical thinking skills.

Must be 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. 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 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.