Sartorius · 13 hours ago
Manager of Customer Support - Bohemia, NY or Marlborough, MA
United States
Full-time
Remote
Mid, Senior Level
3+ years expSartorius is a growing global life science company that is seeking a Manager of Customer Support for North America. In this role, you will lead a team to ensure high-quality customer experiences and implement ongoing process improvements throughout the sales order processing cycle.
BiotechnologyHealth CareManufacturingPharmaceutical
Responsibilities
Lead and support a team of 8-10 Order Process Management Specialists on daily operational tasks and projects
Responsible for achieving a high quality customer experience and ongoing process improvements
Ensure adherence to global business processes and strategies
Support daily order handling, purchasing, import/export, and order escalation activities
Drive excellence in delivery with rapid escalation actions and establish strong relationships with internal and external stakeholders
Define, communicate and manage client standards and changes, and participate in sales reviews
Clear management of the escalation process to ensure adherence to a high level of delivery reliability
Provide internal training on sales systems and organize customer workshops
Regularly report on order processing, inventory, and operational performance, and execute strategic initiatives to align departmental objectives with company goals
Qualification
Required
Associates degree in the field of business administration or a related field. (Will consider high school or trade school, plus 6+ years of order processing management experience)
3+ years of order processing management experience required
2+ years of leadership and team management/project management experience
Strong track record for delivering result with a sense of urgency and focus on driving tasks to completion
Excellent relationship-building and communication skills across all levels and functions
High degree of adaptability and flexibility in a dynamic, fast-paced work environment
Progressive attitude towards change and a passion for continuous improvement
Analytical mindset, self-motivated, energetic, and results-oriented – able to perform under pressure
Solid proficiency in common business software applications such as Microsoft Office, SAP and Salesforce
Strong working knowledge of SAP (S/4 Hana)
Ability to travel internationally (approximately once per year)
Identification with our core values: Sustainability, Openness, Enjoyment
Benefits
Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
Intelligent Working Environment: Working in smart buildings with the latest technology and equipment.
Retirement Savings Plan: 401 k (with generous company match)
Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account
Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women’s Health, Health Advocate
Additional/Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service
Company
Sartorius
Sartorius helps its customers to develop and manufacture biotech medicines reliably, quickly, and economically. It is a sub-organization of Sartorius.
10001+ employees
H1B Sponsorship
Sartorius has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (27)
2023 (14)
2022 (21)
2021 (24)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$3.21B2023-09-07Post Ipo Debt· $3.21B
1990-07-10IPO
Leadership Team
Joachim Kreuzburg
Chairman of the Executive Board | CEO
Florian Funck
Member of the Executive Board | CFO
Recent News
Company data provided by crunchbase