Customer Service Manager - Process IndustriesLocation: WM USA - 37 Upton Drive Benefits: Enhanced Carer/Paternity Leave, Additional Holiday, EAP and moreWebsite: https://www.wmfts.com/en/Group: https://www.spiraxsarcoengineering.com/

We’re currently seeking a Customer Service Manager - Process Industriesto join us. You’ll join a dynamic team ofengineers, 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 tobe an employer where you make our difference.

At WatsonMarlow Fluid Technology Solutions you face different challenges every singleday. You are empowered to dream bigger and work smarter. You have time to liveyour life outside of your job.

We offer a full induction withtraining and ongoing support for all our systems and products. Along with thisyou’ll gain access to SSE academy where you can upskill and develop at your ownpace.

Watson Marlow Fluid TechnologySolutions is an SSE PLC Group company (https://www.spiraxsarcoengineering.com/). SSE (London Stock Exchange -FTSE 50) is a manufacturer of engineered solutions, employing 8500 peopleacross 130 operating units globally. We offer a range of fluid handlingsolutions across the biotech and industrial markets.

This role will focus on:

Role SummaryA leaderthat is willing to influence direct reports as well as the balance of theorganization in customer focus and support. Driving organizational excellencein Order Management and able to be an active participant and team player whenattending and discussing customer orders, issues, and concerns with otherdepartments and Senior Management. The Customer Service Manager isdirectly responsible for the success of the Customer Service Team and indelivering results. Arecognized leader and an excellent judge of talent, the Customer ServiceManager displays a passion for driving a positive team environment whereexcellence towards customer delight is paramount.
Whatyou’ll be doingManages 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.