Sales Support & Customer Service Supervisor

Job Overview We are looking for a dedicated and skilled Sales Support & Customer Service Supervisor to join our dynamic team. The successful candidate will possess a strong background in customer service and sales support, demonstrating exceptional leadership abilities. This role involves overseeing the team, ensuring high-quality customer interactions, and implementing effective strategies to enhance customer satisfaction and drive sales performance. Some of the Essential Duties and Responsibilities are: • Oversee the customer service department and manage a team of sales support and customer service representatives. Ensure timely and accurate handling of customer inquiries, orders, and complaints to maintain high levels of customer satisfaction • Conduct performance evaluations, set performance goals. Coach team on skills, behaviors policies and department procedures and support team members in their professional development. • Build and maintain strong relationships with key customers. Address customer escalations and issues with professionalism and efficiency. • Collaborate closely with the sales team to provide them with the necessary tools, information, and assistance to achieve their sales targets. • Work with Logistics and Sales Managers to help increase and attain sales goals. • Identify areas for process optimization within the sales support and customer service functions. Implement approved procedures as directed. • Monitor and manage the Retail dispute process. • Work with logistics company to file claims if shipments are lost, damaged or stolen. • Requisition replacement part and supplies. • Provides support to professional, OTC, DOA and Clinical Sales and Marketing • Subject matter expert for sales and ordering processes/reports in Acumatica • Compilation and maintenance of US and OUS forecasts • Monitor finished product inventory levels against the forecast • Generating and manipulating various sales reports Education and/or Experience: • Bachelor’s degree in business management or related field. • 2-3 years with Customer Service, Sales, or Administrative management experience. Required Knowledge, Skills and Abilities: • Proven experience in a supervisory role within sales support or customer service environments preferred. • Ability to make sound decisions and ability to provide positive and constructive performance feedback. • Strong leadership skills with the ability to motivate and guide team members effectively. • Highly Proficient with Microsoft Office Programs, Access, Excel, Word, Power Point • Ability to adapt quickly to changing priorities while maintaining attention to detail. • Excellent communication skills. • Demonstrated project management capabilities with a focus on achieving results within set timelines. • Solid analytical skills for interpreting data related to customer satisfaction and sales performance. • Experience in negotiation techniques that lead to successful outcomes for both customers and the organization. The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At ACON it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $75,000 - $80,000.00. ACON offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and ACON may amend, terminate, or enhance the benefits provided, as it deems appropriate. Job Type: Full-time Pay: $70,000.00 - $80,000.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Flexible spending account • Health insurance • Life insurance • Paid time off • Vision insurance Application Question(s): • Do you have experience in the biotech industry? Experience: • Customer Service: 2 years (Required) • Supervisor : 2 years (Required) Work Location: In person