Customer Service Director

3 days ago

Wilmington, Massachusetts, United States Spirax Sarco Full time
Customer Service Manager - Process Industries

Location: WM USA - 37 Upton Drive

Benefits: Enhanced Carer/Paternity Leave, Additional Holiday, EAP and more

We're seeking a Customer Service Manager - Process Industries to join our dynamic team. As a leader, you'll influence direct reports and the organization in customer focus and support.

Key Responsibilities:

  • Manage a diverse team of Customer Service Reps and Supervisor(s), accountable for the day-to-day activities of Order Management
  • 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 while 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

Requirements:

  • Minimum of 5 years proven capability in Customer Service Management, preferably in a multinational organization
  • A customer-oriented 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

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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