Director, Global Sales Support

The Director of Global Sales Support is responsible for leading and managing a global team that includes both Customer Service and Technical Support functions. This role focuses on building and nurturing a high-performing team dedicated to delivering exceptional customer support, with the ultimate goal of driving revenue growth, increasing customer satisfaction, and improving retention. The Director works closely with cross-functional teams-including leadership, sales, marketing, product management, and operations-to ensure strategic alignment and achieve key business objectives.

Specific Duties:

• Lead, Support and Coach a team of Customer Service representatives, Technical Support Representatives and Application Scientists to deliver a premium customer experience and drive sustainable revenue growth.
• Oversee the global custom and bulk product quoting process, maximizing profitability and delivering insight into bulk and custom business.
• Approve discounts in line with company policy, as well as credits and purchase orders exceeding $5,000.
• Handle escalated complaints by coordinating with other departments to help resolve product quality issues, product delivery issues, logistical issues and more.
• Lead the Annual Pricing project for Enzo and Axxora portfolios.
• Develop, implement and continuously improve global sales support processes and procedures
• Provide weekly, Monthly and Quarterly reports on Sales Support Team Activities and Enzo Service performance.
• Collaborate with Sales and Marketing to synchronize sales support strategies around existing and future marketing and sales campaigns.
• Carry a monthly Discontinuation/Obsoletion Analysis
• Manage relationships with current Axxora partners and seek new partnership opportunities to drive business growth.
• Provide Audit Support for Annual Pricing Projects, Price Changes and Discounted Invoices
• Review supply, distribution and licensing agreements and make recommendations to enter, renew or terminate based on relevancy to strategic objectives

Requirements:
Education: Bachelor's degree in business administration, or a related field; Master's Degree preferred
Experience: 7+ years of progressive experience in customer service or sales support, with at least 3 years in a leadership role.

Skills: Experience with SharePoint, Navision, Salesforce and other systems strongly preferred. Proven ability to manage and inspire a team, with excellent leadership and interpersonal skills. Exceptional analytical and problem-solving abilities. Excellent communication and presentation skills.

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The salary range for this position is $105,000-$115,000.