Spirax Sarco
Customer Service Manager - Process Industries
Spirax Sarco, Wilmington, Massachusetts, us, 01887
Customer Service Manager - Process Industries
Location:
WM USA - 37 Upton Drive
Benefits:
Enhanced Carer/Paternity Leave, Additional Holiday, EAP and more
We’re currently seeking a Customer Service Manager - Process Industries to join us. You’ll join a dynamic team of engineers, sales people, marketers, administrators, designers, assemblers, chemists, web developers, accountants, analysts, programmers and many more.
Globally we are united by our shared values that drive our culture. We want to be an employer where you make our difference.
At Watson Marlow Fluid Technology Solutions you face different challenges every single day. You are empowered to dream bigger and work smarter. You have time to live your life outside of your job.
We offer a full induction with training and ongoing support for all our systems and products. Along with this you’ll gain access to SSE academy where you can upskill and develop at your own pace.
Role Summary:
A leader that is willing to influence direct reports as well as the balance of the organization in customer focus and support.
Driving organizational excellence in Order Management and able to be an active participant and team player when attending and discussing customer orders, issues, and concerns with other departments and Senior Management.
The Customer Service Manager is directly responsible for the success of the Customer Service Team and in delivering results.
A recognized leader and an excellent judge of talent, the Customer Service Manager displays a passion for driving a positive team environment where excellence towards customer delight is paramount.
Responsibilities:
Manage a diverse team of Customer Service Reps and Supervisor(s), accountable for the day to day activities of Order Management at Watson-Marlow.
Coordinate and manage all daily/weekly/monthly activities of the Customer Service staff including work schedules, personal time off, and other work assignments.
Set a clear team mission and demonstrate strategic thinking to create a forward plan for success for the Customer Service team and organization.
Drive accurate processing of orders in the ERP and ensure orders entered are in line with Delegation of Authority.
Analyze customer situations and support Sales teams and efforts focused on the customer.
Ensure that projects, department milestones and goals are met whilst adhering to approved budgets.
Manage sales data to ensure ERP and CRM are accurate.
Develop and report metrics and Key Performance Indicators.
Identify training and quality improvement opportunities within the team.
Participate in ISO and Internal Audits and ensure accurate processes along with overseeing updates to ISO related documents and work instructions.
Occasional travel to manage remote team members in other locations as required.
Qualifications:
Minimum of 5 years proven capability in Customer Service Management, preferably in a multinational organization.
A customer orientated mindset with the ability to build relationships with customers, third party sales representatives and internal stakeholders.
A positive can-do attitude to drive customer satisfaction.
Creative problem-solving ability and conflict resolution skills.
Team oriented and well organized.
Flexible and adaptable to a fast-paced environment.
Exceptional oral and written communication skills required to communicate with internal and external resources at all levels.
Proficient in Windows applications and Microsoft Office programs such as MS Word, Excel, Outlook, PowerPoint, and Microsoft Teams.
Microsoft Dynamics AX and CRM a plus.
Closing date:
01/10/2023
As a growing and ambitious organisation with a presence in over 60 global locations and across multiple markets, we can offer you the working environment and support needed to be successful. We are committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation, or religious belief.
About Watson-Marlow:
Every day, we help companies across the globe to be more efficient and sustainable. Watson-Marlow Fluid Technology Solutions (WMFTS) is the world leader in niche peristaltic pumps and associated fluid path technologies. Comprising ten established brands, each with their area of expertise, but together offering our customers unrivalled solutions for their pumping and fluid transfer applications.
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Location:
WM USA - 37 Upton Drive
Benefits:
Enhanced Carer/Paternity Leave, Additional Holiday, EAP and more
We’re currently seeking a Customer Service Manager - Process Industries to join us. You’ll join a dynamic team of engineers, sales people, marketers, administrators, designers, assemblers, chemists, web developers, accountants, analysts, programmers and many more.
Globally we are united by our shared values that drive our culture. We want to be an employer where you make our difference.
At Watson Marlow Fluid Technology Solutions you face different challenges every single day. You are empowered to dream bigger and work smarter. You have time to live your life outside of your job.
We offer a full induction with training and ongoing support for all our systems and products. Along with this you’ll gain access to SSE academy where you can upskill and develop at your own pace.
Role Summary:
A leader that is willing to influence direct reports as well as the balance of the organization in customer focus and support.
Driving organizational excellence in Order Management and able to be an active participant and team player when attending and discussing customer orders, issues, and concerns with other departments and Senior Management.
The Customer Service Manager is directly responsible for the success of the Customer Service Team and in delivering results.
A recognized leader and an excellent judge of talent, the Customer Service Manager displays a passion for driving a positive team environment where excellence towards customer delight is paramount.
Responsibilities:
Manage a diverse team of Customer Service Reps and Supervisor(s), accountable for the day to day activities of Order Management at Watson-Marlow.
Coordinate and manage all daily/weekly/monthly activities of the Customer Service staff including work schedules, personal time off, and other work assignments.
Set a clear team mission and demonstrate strategic thinking to create a forward plan for success for the Customer Service team and organization.
Drive accurate processing of orders in the ERP and ensure orders entered are in line with Delegation of Authority.
Analyze customer situations and support Sales teams and efforts focused on the customer.
Ensure that projects, department milestones and goals are met whilst adhering to approved budgets.
Manage sales data to ensure ERP and CRM are accurate.
Develop and report metrics and Key Performance Indicators.
Identify training and quality improvement opportunities within the team.
Participate in ISO and Internal Audits and ensure accurate processes along with overseeing updates to ISO related documents and work instructions.
Occasional travel to manage remote team members in other locations as required.
Qualifications:
Minimum of 5 years proven capability in Customer Service Management, preferably in a multinational organization.
A customer orientated mindset with the ability to build relationships with customers, third party sales representatives and internal stakeholders.
A positive can-do attitude to drive customer satisfaction.
Creative problem-solving ability and conflict resolution skills.
Team oriented and well organized.
Flexible and adaptable to a fast-paced environment.
Exceptional oral and written communication skills required to communicate with internal and external resources at all levels.
Proficient in Windows applications and Microsoft Office programs such as MS Word, Excel, Outlook, PowerPoint, and Microsoft Teams.
Microsoft Dynamics AX and CRM a plus.
Closing date:
01/10/2023
As a growing and ambitious organisation with a presence in over 60 global locations and across multiple markets, we can offer you the working environment and support needed to be successful. We are committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation, or religious belief.
About Watson-Marlow:
Every day, we help companies across the globe to be more efficient and sustainable. Watson-Marlow Fluid Technology Solutions (WMFTS) is the world leader in niche peristaltic pumps and associated fluid path technologies. Comprising ten established brands, each with their area of expertise, but together offering our customers unrivalled solutions for their pumping and fluid transfer applications.
#J-18808-Ljbffr