Manager of Customer Support - Bohemia, NY or Marlborough, MA

We are seeking a Manager of Customer Support for North America for our teams based in Bohemia, NY and Marlborough, MA. In this position you will enable an elevated level of customer service through the sales order processing cycle.

Grow with Us - Your 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

What Will Convince Us:

• 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

What We Offer

As a growing global life science company, with our stock listed on the German DAX and TecDAX , Sartorius offers a wide range of 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

Sartorius is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, disability or based on status in any other protected group of class.

Please view equal employment opportunity posters provided by OFCCP here.

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Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment. Join our global team and become part of the solution. We are looking forward to receiving your application.

We look forward to receiving your application.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by e-mail at [email protected]