Waters Corporation

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Order Management/Customer Service Supervisor

Order Management/Customer Service Supervisor

Req. # 
7681
Company Name 
Waters Division
Category 
Field Support
Location 
US-MA-Milford
Type 
Regular Full-Time

More information about this job

Company Description

For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 6,500 employees and is represented in over 100 countries around the world.

 

 

Waters Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 

 

Overview

Waters Corporation is seeking a dynamic Order Management/ Customer Service Supervisor to manage the day-to-day operations of the Chemistry/Consumables Customer Service Center  The individual selected for this position will be a critical member of the Americas Order Services Team and will have a passion for delighting our customers while coaching and mentoring a staff of 10 Customer Service Representatives.  

 

 

Responsibilities

 

  • Maintain employee work schedules including project assignments, cross-training, vacations, paid absence and overtime.
  • Motivate, coach and mentor team to maximize productivity and foster teamwork. Empower employees to take responsibility for their jobs and goals.
  • Lead employees using performance management and development processes to encourage goal setting and attainment as well as career development plans.
  • Conduct monthly individual one-on-one meetings and monthly team meetings to discuss process/policy changes and upcoming events; coordinate guest speakers for additional training and exposure to other organizations within Waters.
  • Monitor daily order entry activities to ensure accurate and timely order processing. This activity includes reviewing and approving credit requests, return authorizations, pricing discrepancies, system issues and escalated customer issues.  This Customer Service team enters approximately 80,000 orders annually.  
  • Develop monthly and quarterly metrics to capture productivity statistics, identify areas of improvement and determine workload distribution. Report on trends and accomplishments, and analyze key activities, metrics, goals and objectives to ensure they are in line with departmental goals and policies.
  • Manage the ISO Process by ensuring Work Instructions are up-to-date and in accordance with company guidelines; update training records for ISO compliance and coordinate self-audits.
  • Provide effective performance feedback through employee recognition, rewards and disciplinary action with the assistance of HR as needed.
  • Encourage employees to contribute ideas and participate in day-to-day activities on project teams as needed.
  • Take charge of all motivational activities within the department (i.e. Customer Service Week, holiday festivities, etc.).
  • Participate in all Quality System related activities as they pertain to Order Services including ISO and Sarbanes Oxley compliance initiatives and guidelines.

Qualifications

  • BS or BA desirable and equivalent of 5 years related supervisory experience in a Customer Service environment.
  • Demonstrated skills in employee supervision and HR administration.
  • Strong order management knowledge with an understanding of order to cash workflow.
  • Solid analytical and organizational skills and the ability to multitask with ease.
  • High tolerance level for a fast-paced, sometimes stressful environment.
  • Excellent oral and written communication skills. Must be able to communicate effectively with all levels of management and provide direction and coaching to the team
  • Strong decision-making and excellent leadership skills – take charge attitude.
  • Ability to be a change agent to effectively challenge the status quo and drive new technology and process improvement
  • Knowledge and understanding of ISO and Sarbanes Oxley.
  • Business systems including MS Office, SAP R/3 Service & Distribution, Lotus Notes.

Key Words

Customer Service, Supervisor, Order Processing, Call Center, order management