Commercial and Customer Support Manager

EMD Millipore Corporation•Rockville, MD

5d•$70,100 - $105,200•Onsite

About The Position

This role is for a Commercial and Customer Support Manager at MilliporeSigma. The position involves managing a variety of standardized processes across the customer journey, handling both repetitive tasks and ad hoc requests to support business development and project managers. The role may include direct customer interactions on a project basis, focusing on onboarding and other key activities in a dynamic environment. The successful candidate will enjoy variety and changing priorities while delivering high-quality support. Travel is expected to be 5%.

Requirements

Bachelor's Degree
1+ years of experience working in life science, pharmaceutical, or research environment

Nice To Haves

Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
Customer support experience
Project Management experience
Experience in Microsoft Applications, Smartsheet
Highly Motivated
Self-starter
Strong Organizational skill set
Experience managing projects and holding stakeholders accountable for deliverables.
Ability to work independently and collaboratively as part of a team. Self-motivated and assertive.

Responsibilities

Serve as the primary point of contact for customers during onboarding and key project phases, ensuring a smooth transition and positive experience.
Assist with managing contracts (including CDA/MSA) within business tools/software, ensuring all parties are notified of updates, reviewing documentation for necessary approvals, and archiving information.
Enter shipping requests, manage detailed reporting and data entry, and communicate with internal and external customers regarding shipment details and approvals.
Manage contracts, logistics, renewals, and inquiries related to Biorepository services.
Provide internal training on the customer submission system for both internal teams and customers.
Manage necessary documentation such as permits and signatures, and maintain records related to batch uploads and customer accounts for compliance and reporting. Assist with order entry activities and resolving internal documentation discrepancies.
Act as the point person for making improvements to processes, which may include organization for contacts, liaison between SFDC administrator and team for improved user experience, and liaising with internal team members to implement process improvements.
Engage with sales and project management teams as needed and possess a solid understanding of processes to act as a backup.
Maintain content on the team drive, manage updates to the team, and engage with various stakeholders to enable content utilization company-wide. Assist with PowerPoint content development.
Assist with planning and organizing team meetings, coordinating with sales, project managers, and external vendors for internal or external meetings.