Customer Service/Sales Support Rep.

SaniSure; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

SaniSure is seeking a skilled Customer Service Specialist to ensure exceptional service experiences for customers while supporting the sales team. The role involves handling orders, quotes, and inquiries across phone, email, and chat, coordinating with purchasing and production, and ensuring accuracy in ERP data. A strong, detail-oriented communicator with manufacturing experience is ideal.

Join a high-growth, ISO-regulated environment delivering critical biopharma tooling globally.

Qualifications

• Experience in manufacturing or ISO-regulated environments.
• Ability to work with technical data related to product lines.
• Analytical and critical thinking skills.
• Independent and team-oriented in fast-paced settings.
• Strong math and accounting aptitude.
• Excellent verbal and written communication.

Responsibilities

• Provide accurate product information, pricing, quotes, and delivery dates.
• Process orders, quotes, returns, and exchanges accurately.
• Respond promptly to customer inquiries by phone, email, and chat.
• Resolve complaints in a timely and courteous manner.
• Coordinate with purchasing and production to track order status.
• Maintain customer database in the ERP system.
• Ensure drawings are approved before quoting.
• Review BoM in ERP for costs and parts.
• Share upselling opportunities with sales team.
• Prepare sales reports and presentations.

Skills

Customer service

ERP systems

Data analysis

Communication

Multitasking

Order processing

MS Office

Attention to detail

Education

High School diploma

Bachelor's degree preferred

Tools

Syteline

Job description

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.

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.

Equal Employment Opportunity Policy

We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religion (including religious dress and grooming practices), color, sex (including childbirth, breast feeding, and related medical conditions), gender identity or expression, sexual orientation, national origin, citizenship status, uniform service member status, pregnancy, age (40 and over), genetic information, disability (mental and physical), or any other protected status in accordance with all applicable federal, state, and local laws.