Head of Customer Support NA

Sartorius has an outstanding opportunity for a dynamic, forward-thinking leader to join our collaborative team as the Head of Customer Support. In this key leadership role, you will manage a team of high performing professionals comprised of Managers and a wider team of Customer Service Specialists. We seek a professional with a strategic mindset, who possesses strong commercial operations/customer service expertise and outstanding leadership qualities. The incumbent in this role will have an innovative, process improvement mindset and a proven track record for streamlining organizations. If you thrive in a collaborative, diverse global matrix environment, we encourage you to explore this opportunity.

Grow with Us - Your Responsibilities

• You will develop mid-to-long-term plans for optimizing the functioning of the department and oversee/develop the talent and processes required to execute on our strategic goals and initiatives
• You will manage, lead, and guide multiple teams of managers and customer service specialists – providing outstanding leadership and proactively addressing critical topics to enable optimal execution on growth plans
• You will be representing the North America region to global Sartorius leadership, outlining, and addressing critical needs, delivering plans, and communicating requirements to enable execution on the regional strategy - in alignment with the global strategy
• You will collaborate with key stakeholders to enable delivery on the regional strategy - exerting impact and influence – ensuring there is strong representation within the region
• You will ensure adherence to globally defined strategies and business processes
• You will organize and coordinate general customer service within the region – and be the voice of the customer (VOC)
• Your will manage and oversee customer relationships, issue resolution and account activations
• You will coordinate contact center operations and training in the areas of order processing, KPI's and logistics
• You will use your profound knowledge of order fulfillment (Order-to-Cash and/or sales) to enhance processes and enable effective execution on goals and objectives
• You will act as a process improvement and change ambassador – championing change and ensuring adoption

What Will Convince Us

• A bachelor’s degree in business administration or a related relevant field
• A minimum of 8 years of experience in a commercial operations excellence department (within the Life Sciences industry is desirable)
• You have a proven track record for achieving service optimization and organizational development in a customer facing function
• Profound knowledge in the full life cycle of Order-to-Cash (typically evidenced by 4+ years of relevant experience)
• Experience with digitizing processes is a strong plus
• Working knowledge of tools such as Celonis, Salesforce, robotic process automation is a plus
• You are proficient with MS Office software, including Outlook, Word, Excel, and SAP.
• Experience with Six Sigma or Agile Methods (Scrum, etc.) are a plus.

We Value

• Logical, self-motivated, results-oriented individuals with the ability to work in fast-paced, high-pressure environments
• Proven leadership skills and the ability to exert impact and influence in a matrix environment
• Excellent communication (written and verbal), presentation, and negotiation skills
• Ability to collaboratively and impactfully interact with customers, associates, and all levels of leadership
• Able to prioritize workload efficiently and meet deadlines in a fast-paced environment
• A process improvement mindset
• 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, LinkedIn Learning, 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: 401k (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

All qualified applicants will be considered for employment without regard to race, color, religion, sex or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

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.

www.sartorius.com/career

Sartorius is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. 

All employment decisions are based on valid job-related requirements. 

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 calling +1 631 254 4249 ext 8330 or via e-mail at [email protected]
 

About Sartorius 

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. 
www.sartorius.com/careers