Customer Service Rep

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

The Customer Service/Sales Support Representative plays a pivotal role in ensuring customer satisfaction by addressing inquiries, resolving issues, processing quotes and orders and providing exceptional administrative and logistical support to the SaniSure sales team via phone, email, chat and occasionally in person to ensure their needs are met promptly and professionally.

PRIMARY DUTIES:

• Create and maintain customer records in master database / ERP system (Syteline).
• Respond to customer and sales team inquiries promptly and professionally via phone, email or chat and resolve issues effectively and efficiently.
• Provide accurate information about products, pricing, order status/tracking and policies.
• Prepare quotes, submit order acknowledgments, process orders and RMA’s. 
• Coordinate with engineering and sales team on creation of drawings and secure approved drawings at time of order placement.
• Escalate complex issues to appropriate team member or supervisor when necessary.
• Collaborate with Sales Team, Engineering, Operations, Supply Chain Management and Logistics to improve overall customer satisfaction and ensure customer orders are on schedule.
• Maintain accurate and detailed customer records in ERP system.
• Assist in preparing for customer on-site meetings when necessary.  
• Maintain a thorough knowledge of SaniSure’s products and stay up-to-date with company policies and procedures.
• Identify opportunities to upsell or cross-sell products.
• Follow up and respond to inquiries (in a timely manner) from internal and external customers relating to Lead to Order status.
• Support the Sales team with administrative tasks related to systems, processes, and procedures. 
• Create reports on sales targets, activity, and other related metrics.  
• Provide support to Quality department regarding customer complaints and/or returns. 
• Open customer accounts by recording account information in the customer database and submitting documentation to accounting.
• Resolve product or service problems by clarifying the customer's complaint; determining the root cause of the problem; select and explain the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. 
• May provide training and guidance for less experienced team members.

QUALIFICATIONS

• HS diploma or equivalent, Bachelors degree preferred.
• 5+ years’ related Customer Service experience, preferably in Bio-Pharma, or similar highly regulated industry.
• Aptitude for ensuring engineering drawings and BoMs