Customer Support Manager

MicroGEM

As a new position, the Customer Support Manager will be responsible for assuming the ordering process function from a different organization, build out the team, and manage the customer ordering process.

Key Responsibilities

  • Partner with the finance team in assuming ownership of the customer ordering process
  • Improve/build-out of the processes that provide for scalability as the company grows while ensuring that the customer has a great experience
  • Initially, perform the duties of an order administration agent while recruiting the appropriate staff to perform the function
  • Partner with Director, Technical Services/Customer Care in building out robust processes and behaviors between the team and Technical Services in ensuring the customer has a world-class experience with the company
  • Partner and collaborate with other leaders of the commercial team in aligning processes and priorities with sales, marketing, and supply chain management
  • Integrate/align the ordering process, as appropriate, into SalesForce and IQMS (Company ERP system)
  • Partner with the marketing team in enhancing/expanding on-line ordering processes
  • Own and manage the RFP process within the company, partnering with the appropriate teams, as necessary
  • Oversee the GSA program and processes

Experience and Qualifications

  • Preferred Bachelor’s degree
  • 3 – 5 years’ experience in order administration, sales management, sales operations, or equivalent
  • 2+ years’ experience in managing direct reports.
  • CRM experience, preferably with SalesForce
  • Experience in working in an ERP system environment

Sector

Other

Job Type

Full-time

Benefits

  • Medical
  • Dental
  • Vision
  • Flexible Spending Plans
  • 401k with Company Match
  • Casual Dress Code

Address

Charlottesville, Va
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