Head of Customer Service NA

Sartorius has an outstanding opportunity for a dynamic, forward-thinking leader to join our collaborative team as the Head of Customer Service. 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.
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