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Pine Pharmaceuticals · 19 hours ago

Sales and Customer Support Manager

Tonawanda, NY

Full-time

Onsite

Mid, Senior Level

$85K/yr - $125K/yr

4+ years exp

Pine Pharmaceuticals is seeking a Sales and Customer Support Manager to lead their sales and customer support teams. This role is responsible for driving commercial success through team management, process improvement, and ensuring exceptional customer experience.

Health CareManufacturingPharmaceuticalRetail

Responsibilities

Lead and develop a team of account managers and customer support specialists

Conduct regular team and one-on-one coaching sessions and performance reviews

Set clear expectations, monitor progress against goals, and provide constructive feedback

Foster a collaborative, results-oriented team culture

Handle escalated customer issues, complex account situations, and inventory management

Provide support to team while evaluating opportunities to develop tools and process improvements that encourage team autonomy and efficiency

Recruit, onboard, and train new team members as the organization grows

Monitor sales activities, pipeline development, and revenue performance

Support territory management and account-based decisions

Coordinate strategic sales outreach efforts and follow-up activities

Track key performance metrics including customer retention and new customer acquisition

Partner with marketing on campaign execution and lead distribution

Ensure timely, accurate responses to customer inquiries across all channels

Maintain service level standards for response times and issue resolution

Oversee order processing, inventory communications, and shipment coordination

Develop and refine customer support processes and documentation

Monitor customer satisfaction and identify improvement opportunities

Coordinate with operations on product availability and delivery timelines

Work closely with operations, quality, and regulatory teams on customer-facing issues

Communicate customer feedback to inform product development priorities

Support RFP responses and new customer onboarding processes

Partner with senior leadership on strategy and new process implementation

Maintain accurate CRM data and support pipeline reporting needs

Qualification

Sales experienceCustomer service toolsTeam leadershipCRM systemsERP systemsIndustry needsCommunicationProblem-solving skillsEmotional intelligenceTime managementConflict resolutionTeamworkCollaboration

Required

Bachelor's degree

Sales experience

Minimum of 4 years of management experience with a strong track record of leadership in customer service, sales, marketing, or business roles

Excellent communication and interpersonal skills, with the ability to convey complex insights clearly, build strong relationships with internal teams and external stakeholders, and communicate with empathy and professionalism

Leadership and team management skills, including the ability to motivate, coach, and foster a positive work environment for customer service and order entry teams

Problem-solving and critical-thinking skills to analyze complex customer issues, identify root causes, and develop creative solutions to enhance customer experiences

Emotional intelligence to understand and manage emotions, build rapport, defuse conflicts, and provide empathetic support to customers and team members

Strong time management and project management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously

Conflict resolution skills to handle difficult customer situations and address team conflicts effectively, ensuring positive outcomes

Teamwork and collaboration skills to work effectively with cross-functional teams, including sales, marketing, product development, and quality, to align insights with business objectives

Understanding of industry needs and willingness to learn, particularly in the context of healthcare, pharmaceuticals, or sterile compounded products