Director, Customer Service/Sales Support - North America

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.

SaniSure continues 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. SaniSure has grown at a high double digit organic CAGR through FY19 and continues to see double digit growth opportunity in the coming years, driven by SUT market growth, new product innovations and geographic expansion.

SaniSure’s 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.

Overview:

The Director of Customer Service/Sales Support will play a pivotal role in shaping and executing our customer service strategies throughout North America. This role will lead a team of dedicated Customer Service/Sales Support professionals and oversee all aspects of internal and external customer support, ensuring that our customers and sales team receive outstanding service and support throughout their journey with Sanisure.

Essential Functions:

• Provide strong leadership, mentorship, and direction to the Customer Service/Sales Support team.
• Build and maintain a high-performance culture within the department.
• Recruit, train, and develop Customer Service/Sales Support staff to deliver exceptional service.
• Develop and execute a comprehensive customer service strategy aligned with the company's goals and values.
• Implement and maintain customer service standards, policies, and procedures.
• Continuously monitor industry trends and customer feedback to refine and adapt the strategy.
• Work cross-functionally with other departments to improve the overall customer experience.
• Establish and track key performance indicators (KPIs) for the customer service department.
• Implement training and development programs to enhance customer service skills.
• Oversee the resolution of escalated customer issues and complaints, ensuring swift and effective resolution.
• Solicit and analyze customer feedback to make data-driven improvements.
• Develop and manage the customer service department's budget effectively.
• Evaluate and implement customer service technologies and tools to enhance efficiency and effectiveness.
• Respond to internal and external Customer Service issues in a timely manner.
• Prepare and execute departmental budget including cost projections.
• Organize collaborative meetings and ensure projects comply with specifications and timelines.
• Assist with audits when needed.
• Monthly reporting of departmental metrics.
• Performs other duties as assigned.

Qualifications:

• Bachelor's degree in business administration, management, or a related field (master’s preferred)
• 5+ years proven experience in a senior customer service management role
• Biopharma, Bio-Tech, or life sciences industry experience preferred.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal abilities.
• In-depth knowledge of customer service principles and practices.
• Proficiency in customer service software and tools. ERP experience (Syteline preferred).
• Analytical and problem-solving skills.
• Ability to work collaboratively with other departments.
• Demonstrated ability to drive a customer-centric culture within an organization.
• Self-starter with strong sense of urgency
• Advanced abilities within Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Maintain confidentiality with sensitive employee data.
• Able to effectively work in a fast-paced environment and frequently manage multiple priorities.
• Excellent math skills.
• Occasional travel required.