Customer Service/Sales Support Rep.

#twiceasnice Recruiting; United States; On-site; USD 48,000 - 55,000; Full time

Job summary

SaniSure is a high-growth multinational manufacturer of single-use products and systems used in biotech drug production, including cell therapies and vaccines. This role supports the sales team and ensures customers receive exceptional service from quoting through delivery.

You will coordinate with purchasing and production, manage orders and quotes in the ERP, respond to inquiries by phone, email, and chat, and help drive timely, accurate information and customer satisfaction.

Qualifications

• 5+ years of related customer service experience in a manufacturing environment for customized products (Bio-Pharma or ISO-regulated).
• Experience using ERP systems (Syteline preferred).
• Strong written and verbal communication with attention to detail.

Responsibilities

• Provide accurate product information, pricing, quotes, and delivery dates.
• Process orders, quotes, returns, and exchanges accurately and efficiently.
• Respond promptly to customer inquiries via phone, email, and chat with professionalism.

Skills

ERP systems

Analytical thinking

Customer service

Multi-tasking

Communication

Education

Bachelor's degree preferred

High School diploma or equivalent

Tools

Syteline ERP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular - Full Time US

5 days ago Requisition ID: 1280

Salary Range: $35.00 To $40.00 Hourly

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 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.