Customer Service Manager - Wilmington, United States - Spirax Sarco

Description

Customer Service Manager - Process Industries
recognized leader and an excellent judge of talent, the Customer Service
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
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
Responsibilities

solutions across the biotech and industrial markets
that is willing to influence direct reports as well as the balance of the
organization in customer focus and support
in Order Management and able to be an active participant and team player when
attending and discussing customer orders, issues, and concerns with other
directly responsible for the success of the Customer Service Team and in

Manages 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
Setting 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
To be successful in this role, you

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

recognized leader and an excellent judge of talent, the Customer Service
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

Closing date: 01/10/2023

Responsibilities

solutions across the biotech and industrial markets
that is willing to influence direct reports as well as the balance of the
organization in customer focus and support
in Order Management and able to be an active participant and team player when
attending and discussing customer orders, issues, and concerns with other
directly responsible for the success of the Customer Service Team and in

Manages 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
Setting 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
To be successful in this role, you
Benefits


Benefits:
Enhanced Carer/Paternity Leave, Additional Holiday, EAP and more
Customer Service Manager - Process Industries

Location:
WM USA - 37 Upton Drive

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

Website:



Group:


Were currently seeking a Customer Service Manager - Process Industries
to join us. Youll 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
youll gain access to SSE academy where you can upskill and develop at your own
pace.

Watson Marlow Fluid Technology
Solutions is an SSE PLC Group company ). SSE (London Stock Exchange -
FTSE 50) is a manufacturer of engineered solutions, employing 8500 people
across 130 operating units globally. We offer a range of fluid handling
solutions across the biotech and industrial markets.


This role will focus on:
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.

What
youll be doing

Manages 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.

Setting 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.

To be successful in this role, you

will need:
This is what youll need to be successful in this role
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.
Together with our colleagues across Spirax-Sarco Engineering plc, we are proud
to be a FTSE 50 company

Company information
Expertise | Solutions | SustainabilitySpirax Sarco is the world's leading provider of steam system solutions.

Our global network of over 1,300 dedicated industry engineers in over 40 countries, combine with more than 100 years steam engineering experience, to give you access to the expertise and resources you need to improve the performance of your plant, comply with legislation, meet environmental goals and stay ahead of even the most intense competition.

Key facts:

• Our wide range of products, services and engineering knowhow enable us to provide the right solutions, not just products.
• We have over 100 years of experience in steam engineering, giving our customers an unparalleled level of expertise.
• Spirax Sarco employs over 5,000 people around the world, including more than 1,300 direct sales, service and technical engineers.
• We have 12 strategically located manufacturing sites committed to superior customer service and quick local deliveries on all continents.
• We have trained 1,000,000 students through our 38 learning centres and correspondence courses.
• We have more than 100,000 customers that buy regularly.

For more information visit
Public Company

Company Specialties:
Expertise, Solutions, Sustainability, Products and service for steam and related fluids, Clean Steam, Heat Exchange Solutions, Oil and Petrochemical, Food and Beverage, and Pharmaceutical

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