Customer ServiceSales Support Rep

ABOUT SANISURE

SaniSure is a multinational manufacturer of singleuse bioprocessing solutions (SUT) used in the production of biological 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 singleuse products and system solutions are sold to global pharma and biotech companies and are used from R&D through fullscale 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 highvalue assembly solutions and a portfolio of marketleading 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 fastgrowth applications such as cell and gene therapies.

SaniSure is a highgrowth 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 SaniSures customers receive exceptional customer service experiences while also supporting the Companys sales team by providing excellent communications with a customercentric approach with the ability to multitask in a fastpaced 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 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 W9s 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) BoMs (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 postsales support.
• Share any upselling and crossselling 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; bachelors 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 selfmotivated with the ability to work independently as well as part of a team in a fastpaced environment.
• Ability to multitask prioritize and manage time effectively.
• Excellent Microsoft Office skills.
• Excellent math and accounting skills.
• Detailoriented with a high level of accuracy in data entry and order processing.
• Strong interpersonal skills with a customercentric 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 (cancerrelated 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 casebycase basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address