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Head of Customer Service NA
2 months ago
Sartorius is seeking a dynamic and forward-thinking leader to join our collaborative team as the Head of Customer Service NA. 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.
Key Responsibilities- 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
- 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
- Represent 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
- Collaborate with key stakeholders to enable delivery on the regional strategy - exerting impact and influence - ensuring there is strong representation within the region
- Ensure adherence to globally defined strategies and business processes
- Organize and coordinate general customer service within the region - and be the voice of the customer (VOC)
- Manage and oversee customer relationships, issue resolution, and account activations
- Coordinate contact center operations and training in the areas of order processing, KPIs, and logistics
- Use your profound knowledge of order fulfillment (Order-to-Cash and/or sales) to enhance processes and enable effective execution on goals and objectives
- Act as a process improvement and change ambassador - championing change and ensuring adoption
- 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)
- 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
- Proficiency with MS Office software, including Outlook, Word, Excel, and SAP
- Experience with Six Sigma or Agile Methods (Scrum, etc.) are a plus
- 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
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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We look forward to receiving your application.
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 ext 8330 or via e-mail at
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.
