Waters Corporation

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Customer Service Manager

Customer Service Manager

Req. # 
8014
Company Name 
Waters Division
Category 
Finance
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 currently seeking a Customer Service Manager to join our Chemistry Business in our Milford, MA headquarters.  In this role, the Customer Service Manager will be responsible for managing the day-to-day operations of our fast-paced Chemistry Customer Service organization. 

 

Specifically, the individual will directly manage 10 Customer Service Representatives who are responsible for providing superior service to our customers.  

Responsibilities

  • Directly manage 10 Customer Service Representatives by maintaining employee work schedules. This includes project assignments, cross-training, vacations, paid absence and overtime.  Monitor daily activities to ensure accurate and timely order processing transactions and manage escalated customer satisfaction issues. 
  • Motivate, coach and mentor team to maximize productivity and foster teamwork. Empower employees to take accountability for their jobs and goals.  Provide effective performance feedback by preparing and completing action plans, implementing productivity goals, setting customer service standards and implementing change. 
  • 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. 
  • Collaborate with other departments to understand down-stream impacts of customer service projects and performance. Partner with those departments to design process improvements to ensure a positive customer experience in all aspects of the business.
  • 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. Represent the Customer Service Team in Quarterly Quality Meetings as well as Quality system related activities.
  • Partner with Sr. Manager to identify and document efficiencies relative to order automation and other special projects.

Qualifications

 

  • BS or BA desirable and equivalent of 5-7 years related management experience in a Customer Service/Call Center environment
  • Demonstrated skills in employee supervision and HR administration
  • 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, order management, call center, order entry, manager,