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Global Trade & Duty Drawback Specialist

Onsite: Passaic County, NJ

Position Summary

The Global Trade & Duty Drawback Specialist will be responsible for coordinating, maintaining, and executing a compliant duty drawback program while maximizing duty recovery opportunities. This role will oversee the collection and analysis of import/export documentation, manage drawback claims, and ensure compliance with U.S. Customs regulations.

The position will also play a key role in identifying potential tariff reimbursement opportunities, including those resulting from recent U.S. Supreme Court decisions and regulatory developments, ensuring the company captures all eligible duty recovery opportunities.

Key Responsibilities

Duty Drawback Program Management

• Coordinate, maintain, and execute a compliant duty drawback program, including data and document collection (import, export, receiving, manufacturing, etc.) and auditing prior to claim submissions.
• Prepare and file drawback submissions and ensure timely submission of claims with appropriate documentation.
• Direct and manage the workload of the duty drawback broker, ensuring accurate and complete data is provided.
• Review company import/export activity to maximize duty recovery opportunities.
• Monitor drawback bond sufficiency and work with Customs Regulatory teams to make adjustments as required.
• Manage and document drawback refunds, ensuring accurate allocation to business units and reporting to Finance.

Trade Compliance & Tariff Strategy

• Identify opportunities for tariff reimbursement or duty recovery, including those related to recent legal and regulatory developments affecting tariffs.
• Maintain awareness of regulatory updates, court rulings, and federal policy changes impacting global trade and duty drawback programs.
• Evaluate the potential impact of South American duty structures and trade regulations on company import/export operations.

Cross-Functional Collaboration

• Drive process improvements in collaboration with Manufacturing, Accounting, and Finance to maximize refund recovery per manufactured unit.
• Coordinate with business units, Customs Regulatory teams, and duty drawback brokers regarding drawback desk reviews and regulatory inquiries (CF28s).
• Conduct feasibility analyses to determine eligibility for Duty Drawback and Foreign Trade Zones.

Documentation & Compliance

• Maintain and update Drawback Manufacturing Rulings, and prepare submissions for new activities when required.
• Maintain Standard Operating Procedures (SOPs), work instructions, templates, and documentation related to duty drawback processes.
• Provide training and guidance to internal stakeholders on duty drawback strategies, compliance requirements, and recovery opportunities.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 5+ years of experience managing U.S. Customs Duty Drawback programs.
• Licensed Customs Broker (LCB) or Certified Customs Specialist (CCS) required.
• Strong knowledge of CFR Titles 15 and 19, including in-depth understanding of Duty Drawback regulations.
• Demonstrated experience preparing and filing drawback submissions and regulatory documentation with U.S. Customs.
• Working knowledge of international trade regulations and duties within South American markets, including import/export considerations across the region.
• Ability to identify compliance issues and propose corrective actions and process improvements.
• Hands-on experience with ERP systems (preferably SAP) and Global Trade Management software.
• Advanced proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint, Visio) with strong analytical capabilities.
• Ability to collaborate with cross-functional teams including procurement, finance, sales, logistics, order management, and engineering across multiple time zones.

• 
  
• Facilitate workshops, demos, onboarding sessions, and cross?domain engagements to drive Marketplace adoption.
  
• Serve as the primary technical presenter of the Marketplace for domain teams and stakeholders.
  
• Engage with domain owners to understand their data products, help refine their articulation, and showcase how they integrate into the Marketplace ecosystem.
  
• Configure and maintain demo environments for Marketplace capabilities, data products, and new features.
  
• Support light development, proof?of?concept configurations, and sample integrations to demonstrate platform capabilities.
  
• Translate technical Marketplace concepts into clear, business?friendly language for non?technical audiences.
  
• Collect structured feedback from domain teams, synthesize insights, and partner with product and engineering to influence the roadmap.
  
• Develop and refine training materials, demos, playbooks, and onboarding assets to support continuous adoption.
  
• Act as an advocate for domains, ensuring their data product needs and challenges are well represented in Marketplace planning.
  
• Support ongoing adoption initiatives, including community sessions, office hours, and cross?domain knowledge sharing.
  

• 
  
• 4-7+ years of experience in data engineering, platform engineering, solution engineering, technical consulting, or similar roles.
  
• Strong understanding of data products, data modeling concepts, data APIs, enterprise integrations and metadata?driven architectures.
  
• Ability to configure and demonstrate platform features, build light proofs?of?concept, and support technical onboarding.
  
• Excellent communication and presentation skills, with experience translating technical concepts for business partners.
  
• Experience facilitating workshops, leading demos, or driving customer/product adoption initiatives.
  
• Ability to engage domain teams, understand their data product needs, and help articulate value within a larger ecosystem.
  
• Strong collaboration and stakeholder management skills across engineering, product, and business teams.
  
• Comfortable working in fast?moving environments and driving clarity through ambiguity.
  

• 
  
• Experience with data product and governance frameworks, data marketplaces, data mesh concepts, or platform adoption roles.
  
• Hands?on experience with cloud data platforms (Azure, AWS, or GCP), data pipelines, or integration tooling.
  
• Familiarity with REST/GraphQL APIs, event-driven patterns, and data ingestion workflows.
  
• Background in solution architecture, customer engineering, or sales engineering.
  
• Experience developing demo environments, sample apps, or repeatable platform enablement assets.
  
• Strong storytelling ability when explaining data product value, domain capabilities, and Marketplace patterns.
  

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There's much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with.

In the USA, we develop, market and produce a wide array of solutions from our 25 most innovative sites, based across the country. Stretch your skills, create and get inspiration from passionate colleagues. Every day, your energy, your thirst for knowledge, and your creativity will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.

We bring together creativity and science for consumer products that are all connected through a powerful web of technical capabilities. By combining our inventiveness and insights with the latest technologies, we always challenge ourselves to push boundaries and explore new ideas. This helps our diverse customers to develop refreshing, reliable, and recognizable products that brighten up everyday moments. As consumer needs are constantly evolving, our imagination comes together to bring fresh new fragrant ideas for every market.

As the Regional Account Manager for a major account in North America (NOAM), you will manage a crucial part of our business and lead the NOAM commercial team. You will be onsite, based in East Hanover, NJ. As a part of a Global Team, you will report to the World Account Manager who is based in Argenteuil, France. It is a leadership role, and you will join the North America Management Committee.

• 
  
• Commercial Leadership: Implement the global account strategy and develop a solid strategy for North America. Build, communicate, review, and monitor strategic plans, sales, profit forecasts, and budget. Grow Givaudan business worldwide, with regional responsibility, by managing top and bottom lines. Ensure we are positioned as the supplier of choice to participate in the customer's core list and targeted briefs. Manage the activity and the performance of the regional supply chain in close collaboration with operations. Further build and use fruitful connections with Fine Fragrance and Active Beauty Teams.
  

• 
  
• Customer Influence: Develop an understanding of our customer's organization, including main decision makers, and develop relationships with multiple levels of management. Establish and maintain relationships throughout the company internally to ensure the best results are achieved while working as a cohesive team.
  

• 
  
• Team Partner: Establish the appropriate regional structure to increase the account coverage, aligned with the customer's organization. Manage the activity and performance of the team under your direct responsibility. Lead and motivate the sales team to exceed customer expectations. Develop the team and prepare them for their future career moves. Work with Givaudan management on talent development and succession planning.
  

You?

• 
  
• University degree in applicable discipline. Advanced Degree helpful
  
• 10+ years' major account experience
  
• Experience working internationally, across categories, brands, and geographies
  
• Experience facilitating senior strategic relationships between Givaudan and customer/customer decision-makers at assigned accounts
  
• Experience leading and motivating a high-achieving team
  
• Competence in olfactive skills
  

Benefits include Major Medical, Dental, Vision, Life Insurance, Disability, Family Leave and a High Matching 401k

Education and experience partly determine Job Title and Base Salary, and our compensation program guidelines determine them. Target pay is $187k - $200k

#LI-Onsite

At Givaudan, you contribute to delightful taste and scent experiences that touch people's lives.
You work within an inspiring teamwork culture - where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Every essence of you enriches our world.
Diversity of perspectives fuels innovation and fosters deeper connections with our employees, customers, and partners. At Givaudan, we are dedicated to cultivating an inclusive environment where every individual's voice is valued and has the power to shape our world. Join us in making a difference together.

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers - and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

The Senior Product Manager, Cardiac Assist (SPM-CA) reports to the Global Group Marketing Manager and plays a pivotal role in driving financial success of the assigned segments and regions. This position is directly accountable for developing and executing marketing strategies and business plans that deliver sales and profit objectives for the Cardiac Assist portfolio. The SPM-CA actively leads cross-functional initiatives to maximize cross-selling, generate new business opportunities, and ensure achievement of annual order intake, net sales, and gross profit targets. By collaborating closely with cross-functional business partners and executive leadership, this role ensures commercial strategies are developed and executed effectively and all sales and service functions are fully aligned to meet and exceed the Company's financial goals.

Job Responsibilities and Essential Duties

• 
  
• Responsible for the segment strategy.
  
• Responsible for the commercialization of new and existing products within their respective portfolio as well as any third party products related to the specific product line.
  
• In close cooperation with commercialization activities, enable sales and align local marketing strategies with global commercial operations and business area defined strategy.
  
• Monitor competitors and market activities and prepare adequate analysis and reports and prepare the market view.
  
• Monitor, analyze and evaluate market trends and competitor's activities to identify market opportunities in cooperation with the related product line referents.
  
• Adjust the marketing strategy and plans to meet changing market and competitive conditions.
  
• Enable, support and maximize sales functions to grow market share in selecting potential customers of the assigned business and respective product area, which includes supporting the Inside Sales Team.
  
• Support sales functions through customer visits - including product and business presentations to current and target customers.
  
• Collaborate with commercialization function to share voice of customer (VOC) feedback and report/inform market requirements, important trends and competitive information.
  
• Support sales and distributors at customer meetings, exhibitions, seminars, and conferences. Including: product support, trials, demonstrations, and presentations.
  
• Per assigned product category and region, analyze sales volumes to identify initiatives to enhance sales capacity and sales effectiveness via sales tools, improved training content, as well as specific initiatives such as promotional campaigns, Group Purchasing Organization (GPO) group buys/promotions, and special payment incentive for fast sales (SPIFFS) programs.
  
• Sales and operating forecast for assigned segment, product line and region.
  
• Develop, manage and update market plans and market status for each assigned segment, product category and region.
  
• Assist in relevant initiatives to deploy specific marketing and training activities.
  
• Coordinate projects with after sales and be responsible for the project brief handover from the markets.
  
• Develop, manage and create market plans for each assigned strategic partnerships
  
• Support Corporate Accounts and Sales on the assigned product line strategy for GPO/IDN and Strategic Accounts. Define RFP segment strategy, attending business reviews
  
• Map and network with experts within the industry, GPO/IDN Advisory boards
  
• Mentoring and guiding lesser tenured Product Managers
  

Minimum Requirements

• 
  
• Bachelor Degree in Business or relevant field, or an equivalent combination of education and work experience.
  
• A minimum of 12 years' experience in the medical device industry, which includes marketing management in the assigned product line.
  
• Solid background and experience in the relevant business in the US market.
  

Required Knowledge, Skills and Abilities

• 
  
• Developed ability to present and sell products and services in the business to business area.
  
• Exceptional verbal and written skills - Communicate technical information/details to end customers/sales companies in a straightforward and understandable way.
  
• Must be able to communicate benefits of Getinge capacity being a total solution provider (for instance: products and services benefits to end customers.)
  
• Experience in product management in medical device capital equipment and service products.
  
• Strong business acumen - Implement and follow through on sales and marketing strategies in the selected product category and regions.
  
• Ability to influence, and communicate to and with people at all levels in an organization.
  
• Proven organizational skills and result oriented.
  
• Proficient with Microsoft Office applications; familiarity with information technology concepts, integrated business systems and Windows operating system.
  

This is a job that can be worked remotely

Estimated travel up to 30%

Pay Rate: $175,000 - $195,000 + bonus targeted at 25% (depending on overall company performance)

#LI-BS1

About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

• 
  
• Health, Dental, and Vision insurance benefits
  
• 401k plan with company match
  
• Paid Time Off
  
• Wellness initiative & Health Assistance Resources
  
• Life Insurance
  
• Short and Long Term Disability Benefits
  
• Health and Dependent Care Flexible Spending Accounts
  
• Commuter Benefits
  
• Parental and Caregiver Leave
  
• Tuition Reimbursement
  

Getinge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.

Why You'll Love Working at Avantor

At Avantor, you're not just joining a finance team-you're stepping into a missiondriven organization where your insights and leadership truly matter. As a Sr. Accountant, you will:

Make a Visible Impact

Your work directly influences financial accuracy, operational excellence, and strategic business decisions across a global enterprise.

Grow Your Career with Intention

Elevate your technical accounting skills, deepen your SOX expertise, or expand into leadership-Avantor supports professional growth at every stage.

Lead Through Influence

Collaborate closely with Engineering, FP&A, and crossfunctional partners. Your coaching, mentorship, and process ownership will improve team performance and strengthen our financial operations.

Thrive in an Inclusive, Collaborative Culture

We value cultural confidence and competence. You'll work with diverse teams that welcome diverse perspectives and promote a sense of belonging.

Leverage Modern Tools & Systems

Your SAP and ERP experience will be put to strategic use as you participate in process enhancements, system optimization, and internal control strengthening.

Drive Process Improvements

Bring your ideas, identify gaps, and implement workflows that elevate operational efficiency and accuracy.

Competitive Salary & Stability

This role offers a competitive salary up to $110,000 and the stability of a global, established, and growthoriented organization.

Built for EST Candidates

Ideal for candidates located in NY, NJ, or PA, where collaboration aligns seamlessly with business needs and time zone requirements.

What We're Looking For

To attract the most qualified talent, we emphasize these key criteria:

Required Competencies

• Willing to work in the Eastern Time Zone (preferably based in NY, NJ, PA)

• Culturally confident and culturally competent communicator

• Strong SAP and ERP system experience

• Experience in team leadership, coaching, and mentoring

• Proven process implementation and continuous improvement mindset

• High accountability and ownership of work quality

• SOX control experience

• Fixed asset accounting expertise

• Salary requirement: up to $110,000 maximum

Role Overview

Under general supervision, the Sr. Accountant will collaborate with partners across the organization to:

• Provide detailed reports, including profit/loss projections

• Present financial reports and insights to internal leaders

• Analyze financial data and propose solutions to accounting issues

• Investigate and provide feedback on irregularities

• Support monthend, quarterend, and yearend closing processes

• Ensure SOX compliance and support remediation efforts

• Assist internal and external audit processes

• Manage fixed asset accounting including acquisition, classification, depreciation, and disposal

• Partner with Engineering on capital project accounting (budgets, AUC tracking, requests, capitalization)

• Prepare journal entries, reconciliations, roll forwards, and variance analysis

• Conduct balance sheet reconciliations and validate subsystem accuracy

• Support tax filings (sales/use tax)

• Participate in process improvement initiatives to enhance accuracy & efficiency

• Validate accuracy of work product and uphold quality standards

Who You Are

You demonstrate a balance of technical depth, operational awareness, and the ability to collaborate across diverse teams. You also bring:

• Bachelor's degree in accounting or related field

• 3-6+ years of relevant experience

• Strong ERP experience (SAP preferred)

• Intermediate-Advanced Excel skills (VLOOKUPs, pivot tables)

• Solid GAAP knowledge and internal controls understanding

• Strong organizational skills and exceptional followup

• Proactive problemsolver with continuous improvement orientation

• Ability to multitask and prioritize effectively

• High degree of discretion, professionalism, and critical thinking

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

Pay Transparency:

The expected pre-tax pay for this position is

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.

Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.

The General Manager (GM) is responsible for ensuring the daily operations, financial success, and overall performance of assigned retail stores. Reporting to the District Manager, the GM leads and develops a team of 2-3 Store Managers, ensuring stores operate in alignment with company standards while driving sales, profitability, and team success.

Location: Newark Liberty International Airport (EWR)

Job Responsibilities:

• Oversee and manage store performance, including sales, shrink control, and all controllable expenses
• Recruit, hire, and develop high-performing store teams, ensuring progressive improvement in store operations
• Coach and mentor Store Managers, providing guidance to improve leadership skills and business results
• Maintain strong relationships with property management to address operational concerns and ensure store compliance
• Ensure compliance with all company policies and procedures, holding teams accountable for execution
• Utilize performance appraisals, ongoing coaching, and development plans to cultivate a high-performing management team
• Ensure financial controls and accountability, maintaining accurate financial documentation and records
• Foster an exceptional customer experience by ensuring stores are clean, well-stocked, and visually appealing
• Communicate effectively with the District Manager, addressing any operational or employee-related issues
• Partner with the Buying team to optimize inventory levels, ensuring the right stock mix to drive sales
• Oversee merchandising execution, ensuring stores adhere to brand standards and visual merchandising guidelines
• Lead by example, setting the tone for excellence in customer service, sales, and team engagement
• Perform other duties as assigned to support company goals

Job Requirements:

• Bachelor’s degree preferred; High School diploma required
• 3+ years of multi-unit leadership experience in a retail environment
• Strong understanding of retail financial metrics (KPIs, sales forecasting, inventory management, shrink control, etc.)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Passion for customer service and results-driven leadership
• Strong communication skills, both verbal and written
• Self-motivated, highly organized, and able to manage multiple priorities efficiently
• Proven ability to lead and inspire teams, fostering a positive and performance-driven work culture

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.

Position Overview

The Vice President of Business Development is responsible for driving new business growth and strategic partnerships for the agency. This role leads the identification, pursuit, and acquisition of new pharmaceutical, biotech, and healthcare clients while strengthening the agency’s market presence and revenue pipeline. The VP will report to the CEO and collaborate with executive leadership, strategy, and creative teams to develop compelling solutions that address client needs and support long-term agency growth.

NOTE: Candidates in the TriState Area (NJ/NYC/Local PA) are highly preferred.

Key Responsibilities

Business Growth & Revenue Generation

• Identify, pursue, and secure new client opportunities across pharmaceutical, biotech, and healthcare sectors
• Develop and manage a robust pipeline of prospective clients and partnerships
• Lead RFI/RFP responses and pitch development with cross-functional teams
• Meet or exceed annual revenue and new business targets

Client Acquisition & Relationship Building

• Build and maintain relationships with senior marketing and commercial leaders within pharma and life sciences organizations
• Represent the agency at industry conferences, networking events, and client meetings
• Develop long-term strategic partnerships that generate sustainable revenue growth

Strategic Leadership

• Partner with executive leadership to define growth strategy and priority target accounts
• Provide market intelligence on industry trends, client needs, and competitive positioning
• Collaborate with strategy, creative, medical, and account teams to shape compelling client solutions

Pitch & Proposal Leadership

• Lead the development of pitch strategies and storytelling that highlight the agency’s capabilities
• Coordinate internal teams to produce high-impact presentations and proposals
• Guide contract negotiations and onboarding of new clients

Market Development

• Identify emerging opportunities in digital health, biotech launches, patient engagement, and omnichannel marketing
• Strengthen the agency’s reputation within the healthcare marketing ecosystem

Qualifications

• 5+ years of business development, sales, or client growth experience in pharmaceutical, biotech, or healthcare marketing/advertising
• Proven track record of winning and growing multi-million-dollar client relationships
• Deep understanding of the pharma commercialization and marketing landscape
• Experience leading agency pitches and RFP processes
• Strong executive presence and relationship-building skills
• Excellent presentation, negotiation, and strategic thinking abilities
• Bachelor’s degree required; MBA or advanced degree preferred

Key Success Metrics

• Annual new business revenue generated
• Number and quality of new client relationships established
• Pitch win rate and pipeline growth
• Strategic partnerships developed within the pharma ecosystem

We offer a competitive compensation package, health benefits/perks, discretionary annual bonus, 401(k) plan with 50% match, and opportunities for growth.

NPG Health is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

The Customer Service Supervisor is responsible for supervising the service department employees and processes at assigned branch locations, this includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function. This role will hold responsibility for exercising independent judgment in the direct supervision of Service Technicians and Customer Service Representatives. Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service CES metrics. Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members. Has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. Responsible for assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth. This is an onsite position that works at the Parsippany NJ office Monday - Friday.

The targeted pay range for this role is $75,000 - $90,000. The total compensation package for this position also includes applicable incentive compensation, such as an annual bonus. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, specific work geography, as well as internal equity and alignment with market data. As a member of the Pella Family of Brands, you will be eligible for company sponsored benefits that include healthcare, dental, vision, paid vacation, a generous 401(k) plan with company match, tuition assistance, 9 paid holidays, 20 paid vacation days, and much more.

Responsibilities/Accountabilities include the following but are not limited to:

• Ability to manage and support multiple teams/functions, including union and non-union team members.
• Responsible for the direct supervision of service department team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, attendance, performance, professional issues and payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group.
• Coach and mentor team while setting clear and timely expectations to ensure performance metrics and behaviors are met.
• Conducts regular one on one conversations as well as mid-year and year end performance evaluations to promote ongoing professional growth and development.
• Exhibits excellent verbal and written communications skills, organizational skills with attention to detail and the ability to provide support and develop team members to handle escalated issues professionally.
• Assists in the development and implementation of processes that ensure consistent and professional product service to all our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.
• Responsible for the identification, development and implementation of programs, policies and procedures which support total customer satisfaction, both internally and externally, where applicable in relation to this position. Identifies opportunities to update and improve customer experience procedures and makes recommendations to leadership.
• Establish and maintain a working knowledge of products, systems, processes, and resources to support a team of assigned customer experience representatives to ensure compliance with company guidelines and quality of service.
• Analyzes data to help determine potential future business needs.
• Provides input and may prepare initial budgetary proposals for assigned cost centers
• Demonstrates the ability to collect data, prepare reports and documents such as summaries and responses to frequently asked questions or concerns. Creates executable plans based on findings.
• Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
• Assists in evaluating and implementing new and creative ways to more efficiently provide product service to our customers. This includes initiating and supporting continuous improvement efforts throughout all areas of responsibility.
• Utilizes technologies relevant to creating logistical efficiency and continually searches for new ways to utilize technology in process improvement.
• Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.
• May serve as key member for company's Safety Program. Participate and facilitate meetings, design policies and procedures, enforce safety policies and procedures, conduct safety audit tours, provide accident analysis and trends, accident statistics and reports.
• Ensures proper credit is received from Pella Corporation and outside vendors for all warranty items.
• Manages a fleet of company service vehicles and their equipment.
• Responsible for managing all service parts, which includes maintaining the appropriate levels of service stock inventory.

Additional responsibilities:

• Daily timecard review, allocations and timely approval for hourly team members.
• Inputting of daily metrics.
• Inputting and communicating weekly/monthly metrics. This will require some metrics to be shared with other departments.
• Performing quarterly performance reviews with the team.
• Preparation of PowerPoint slides and presenting them at quarterly team meetings.
• Approving invoices in a timely manner.
• Approving expense reports.
• Ordering technician’s uniforms bi-annually.
• Managing the phone system to skill employees, monitoring CSR calls for quality assurance and shutting down the phones for holidays.
• Daily monitoring of pick tickets and dispatcher console route for efficiency, accuracy and last-minute changes.
• Blocking Salesforce dispatcher console calendars for time off requests and adding load time and holiday blocks.
• Monitoring and enforcing any active recalls on product.
• Scheduling opportunities for ongoing training opportunities for the service team members.
• Resolving customer escalations.
• Overseeing and enforcing quality alerts.
• Documenting notable behaviors of team members.

Skills/Knowledge:

• Must be able to develop a high-level understanding of all Pella products and their applications.
• Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.
• Demonstrates open communication and the ability to always maintain professionalism.
• Works collaboratively and creates a sense of trust and reliability with internal team and customers.
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, and willing to be available.
• Seeks out internal experts and utilizes their knowledge.
• Supports change and innovation within organization.
• Focused on details and follow through.
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Bachelor’s degree from four-year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience. Previous experience in a supervisory role required.

Language and Communication Skills

Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public. Must be able to resolve conflict in the best interests of the business and our customers. Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.

Computer Skills

Strong understanding of Microsoft Word, Excel, PowerPoint. Comfortable using Salesforce and can easily learn all internal ordering or product information systems and the various phone systems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Must be available to work evenings and weekend as necessary.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

In this role, you will report to the Area Manager and will work closely with the Avantor's Advanced Laboratory Services professionals to serve our customers by performing customized, mission-based lab work and research protocols that help return time back to science.

Location: Summit, NJ

Shift: Monday-Friday 7:30 am -4:00 pm

Hourly Pay Range:

Benefits:

• Health and Wellness: Medical, Dental, Vision and Wellness programs

• Time Off: Paid Time Off (PTO), Company paid holidays, Choice holidays etc.

• Financial Well Being: Spending Accounts: Flexible Spending Account (FSA), Health Savings Accounts (HSA), commuter benefits, 401(k), tuition assistance, employee stock purchase plan discount

• Added Protection Coverage: To include critical illness, hospital indemnity, accident, legal, identity theft protection, pet, auto and home insurance

• Recognition: Celebrate your peers and earn points to redeem on gifts and products

What we're looking for

Education:

• High school diploma or GED required; Associates degree or undergraduate degree in business or science related field is preferred

Experience:

• 4 years of equivalent experience in customer service, purchasing, or account management.

• Proven experience in managing associates and leading teams effectively.

• GMP and GLP training is considered a plus.

• Proficient in collaboration tools, with preferred experience using Microsoft Teams.

• Familiar with Information Access systems and ERP platforms.

• Demonstrates excellent customer service skills and maintains a professional, can-do attitude.

• Basic understanding of purchasing processes and inventory management principles.

• Strong commitment to safety, quality, and strict adherence to established protocols, policies, and procedures.

• Highly adaptable and flexible, with the ability to manage multiple tasks efficiently.

• Self-motivated and capable of working independently with a proactive, forward-thinking mindset.

• Skilled in troubleshooting and resolving issues effectively.

• Strong verbal and written communication skills, with the ability to collaborate across departments and engage with customers.

• Knowledgeable in applying and administering company policies consistently.

• Able to make sound business decisions with minimal guidance from management.

How you will thrive and create an impact

Avantor's Advanced Laboratory Services team is a crucial part of the Avantor Services group serving over 500 customers in biopharma, pharmaceutical, educational, industrial, and high-tech industries with customizable, flexible solutions and end-to-end laboratory operations support.

The Team Lead is responsible for overseeing the day-to-day operations of the onsite Scope of Work (SOW) in alignment with customer requirements at the customer location. This role supports and leads a small team of Avantor on-site personnel, serving as the primary point of contact for the customer. Typically dedicated to one customer and one site location, the Team Lead reports directly to a manager and actively participates in the work performed by the team.

In this role you will:

• Coordinate and lead team efforts to execute tasks outlined in the SOW based on customer requirements.

• Coach and motivate team members to meet or exceed performance goals, fostering individual and team development through mentoring.

• Manage open order status reports, departmental metrics, and maintain SOPs/SOWs.

• Provide training and serve as a backup for associates to ensure continuity of operations.

• Perform administrative duties including timecard review, vacation scheduling, and contributing to performance management.

• Create and maintain documentation such as SOPs, SOWs, SPIs, and KPIs.

• Deliver customer reporting and conduct data analysis to support operational insights.

• Act as a liaison between the customer, Avantor Services, and Avantor Sales to ensure alignment and satisfaction.

• Perform additional duties as assigned to support team and customer success.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

Pay Transparency:

The expected pre-tax pay for this position is

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Know Your Rights poster.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.

Avantor offers a comprehensive benefits package including medical, dental, and vision coverage, wellness programs, health savings and flexible spending accounts, a 401(k) plan with company match, and an employee stock purchase program. Employees also receive 11 paid holidays, accrue 18 PTO days annually, are eligible for volunteer time off and 6 weeks of 100% paid parental leave (except in states that offer paid family leave). These benefits may not apply to employees covered by a collective bargaining agreement or those subject to other eligibility rules.