Customer Service & Sales Support Supervisor

Customer Service and Sales Support Supervisor

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.

The Customer Service and Sales Support Supervisor is responsible for managing the daily operations of the Customer Service and Sales Support team, ensuring superior service levels, quality, and customer satisfaction.

Essential Functions

• Supervise the daily workflow and performance of the Customer Service and Sales Support team.
• Provide overall ownership and oversight of assigned key customer accounts, serving as the primary customer contact to ensure account success, service excellence, and effective coordination across Customer Service and internal functional teams.
• Lead, motivate, and develop a high-performing team.
• Design and implement customer service and sales support procedures, policies, and standards for continuous improvement.
• Maintain and manage customer and sales data within relevant databases and systems.
• Assist in setting and achieving customer satisfaction, service-level, and sales support goals.
• Respond promptly to escalated customer and sales-related issues, facilitating timely resolutions.
• Support sales inquiries, quotes, order processing, pricing, and status updates.
• Coordinate with department managers to establish, implement, and train staff on policies and standards.
• Track, analyze, and report on KPIs for both customer service and sales support functions.
• Collaborate cross-functionally with Sales, Operations, Engineering, Quality, Planning, and other teams to drive customer and sales success.
• Participate in recruiting, onboarding, and training of new team members.
• Prepare for and assist with customer audits, providing relevant data and insights.
• Provide constructive feedback and contribute to performance evaluations.
• Set and track department goals and objectives in alignment with company goals.
• Identify areas for cost reduction and increased efficiency.
• Support team members to achieve their best performance and foster a positive work environment.
• Address employee concerns and resolve conflicts, coordinate with Human Resources as needed.
• Provide training and development opportunities for team members, helping them to improve their skills and advance their careers.
• Ensure team members adhere to company policies and procedures including OSHA safety standards and ISO regulations.
• Perform other duties as assigned.

Education

• Bachelor's Degree preferred.

Required Experience & Competencies

• 6+ years of experience in customer service or sales support; at least one year in a supervisory role.
• Industry experience in manufacturing, preferably biopharma or similar ISO regulated industry.
• Proficiency in ERP systems (Syteline preferred) and CRM platforms.
• Skilled professional able to lead and motivate a team, manage performance and resolve conflicts.
• Able to manage multiple priorities and meet deadlines.
• Proactive approach to identifying opportunities for improvement and driving positive change.
• Competent in interpreting data, generating reports and making data-driven decisions.
• Strong knowledge of customer service and sales support processes.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent interpersonal and customer relationship management skills.
• Strong written and verbal communication abilities.
• Exceptional organizational skills with the ability to manage multiple priorities.
• Proven analytical and problem-solving capabilities.
• Effective leadership and team-building skills with experience in coaching and development.
• Ability to prioritize tasks, delegate effectively, and remain calm under pressure.
• Ability to maintain confidentiality with sensitive customer and business data.
• Highly self-motivated, proactive, and deadline driven.
• Flexible and adaptable to changing business needs.

Equal Employment Opportunity Policy

We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, gender identity or expression, sexual orientation, national origin, citizenship status, uniform service member status, pregnancy, age, genetic information, disability, or any other protected status in accordance with all applicable federal, state, and local laws.