Customer Service Lead

Watson-Marlow - North America; Harvard (MA); On-site; USD 78,000 - 117,000; Full time

Benefits offered by this job

401K with match

Parental leave

Fertility benefits

Paid time off

Volunteer days

Health plans with HSA

Job summary

Watson-Marlow Fluid Technology Solutions in the USA seeks a Customer Service Lead to guide the CS team, drive service excellence, and coordinate with cross-functional partners to ensure seamless order handling and issue resolution.

The role emphasizes coaching, data-driven improvements, and strong engagement with multiple departments to meet SLA targets and customer expectations.

Qualifications

• Experience leading customer service teams and driving service improvements.
• Ability to manage SLAs and improve on-time delivery performance.
• Strong collaboration across departments and stakeholder management.
• Excellent communication and coaching skills for team development.

Responsibilities

• Lead customer service personnel and activities to meet customer needs promptly.
• Oversee quality issues and improvement requests with timely completion.
• Coach and develop CS personnel on procedures to maximize performance.
• Ensure daily sales orders are entered and confirmed quickly.
• Monitor performance metrics and implement service-quality improvements.
• Maintain up-to-date SOPs and process instructions.
• Act as customer advocate and resolve sales order issues.
• Resolve conflicts on material availability and demand to meet dates.
• Handle escalated complaints with satisfactory resolutions.
• Manage SLA monitoring and optimization of operations.
• Analyze data to identify trends and inform strategic changes.
• Collaborate across departments and sites to optimize solutions.
• Lead team meetings and training, promote positive culture.
• Analyze customer feedback to inform business decisions.

Skills

Leadership

Coaching

Customer service

Quality improvement

Data analysis

Cross-functional collaboration

Job description

Job Title: Customer Service Lead

Location: WMFTS - USA - Supply - Devens, MA

Location Type: On-Site

Website: https://www.wmfts.com/en/

Group: https://www.spiraxgroup.com/

When you join Watson-Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

This Role Will Focus On

The Customer Service Lead stands at the helm of the customer service department, steering the team towards delivering an exceptional service experience for every customer. This role involves orchestrating the efforts of customer service representatives and customer support specialists to ensure that customer inquiries, complaints, and service requests are handled efficiently and effectively.

By fostering a culture of continuous improvement and open communication, the Customer Service Lead ensures that the team not only meets but exceeds customer expectations. Their oversight ensures that the department operates smoothly, with a focus on developing strategies to enhance customer satisfaction and loyalty, while also serving as a liaison between the customer service team and other departments within the organization to facilitate seamless service delivery.

What you’ll be doing

• Lead customer service personnel and activities to ensure customers’ needs are being met in a timely manner
• Oversee Customer Service-related quality issues and improvement requests and ensure timely completion
• Support, coach and develop existing and new Customer Service personnel on Customer Service procedures to achieve optimum levels of performance and job satisfaction
• Ensure daily sales orders are entered, and confirmed in a timely manner, giving us the best chance to meet our on-time delivery goals
• Monitor customer service performance metrics, such as response times, order accuracy, and time to confirm orders, to identify areas for improvement and implement strategies to enhance service quality
• Ensure standard operating procedures and process instructions related to Customer Service are up to date
• Act as customer advocate and internal focal point for resolution of all sales order issues
• Identify and resolve any conflicts concerning material availability and sales order demand to meet customer requested dates
• Handle escalated customer complaints or issues that cannot be resolved by team members, ensuring a satisfactory resolution for both the customer and the company
• Service Level Agreement (SLA) Management: Monitoring and adjusting operational processes to meet or exceed the standards and expectations set in SLAs is critical
• Analyze performance data to identify improvement areas and implementing strategic changes enhances service delivery and customer satisfaction
• Collaborate and coordinate with colleagues across multiple departments and other sites to achieve optimal solutions for our customers
• Organize and lead team meetings and training sessions to foster a positive work environment, encourage team collaboration, and share updates on company policies and customer service best practices
• Analyze customer feedback and survey data to identify trends and insights that can inform business decisions and strategies
• As well as living our Company Values, you exhibit professionalism and ethical practice, professional courage, and influence, working inclusively, commercially driven with a passion for learning.

This position offers a salary range of (USD 77,719.00 - 116,579.00 Salaried). Final salary offers are determined by multiple factors, including education, experience, internal equity, geographic location, and the candidate’s expertise, and therefore may vary from the range listed. For roles based outside Massachusetts, the applicable salary range may be lower.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• Robust Retirement Plan: Benefit from a 5% employer 401K contribution, plus a 50% match on up to 3% of your contributions for added financial security, empowering your financial security.
• Comprehensive and Supportive Parental Leave: Experience our inclusive, gender-neutral parental leave policy, offering 16 weeks at 100% pay. Upon your return, enjoy a gradual transition with a unique 80% work schedule while still receiving 100% of your pay for the first 6 months, ensuring a balanced reintegration into the workplace.
• Fertility Assistant Program: Fertility Benefits to support you on your journey to building a family. It may include IVF, genetic testing, and other fertility-related services.
• Generous Time Off: Enjoy ample time off to recharge and attend to life's circumstances with generous vacation and well-being day, 9 observed holidays, 1 floating holiday day, up to 15 caregiver days, and 80 hours of annual sick leave.
• Community Engagement Opportunities: Make a difference with 3 paid volunteer days each year, encouraging you to give back to the community and causes you care about.
• And Many More Benefits: Such as an offering of 3 healthcare plans with HSA contributions along with other benefits designed to support your well-being and professional growth. We invite you to explore all the ways we strive to create a fulfilling and rewarding work environment.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. Learn more at Our Inclusion Commitments.

Equal Opportunity Employer

Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Company Overview

At Watson-Marlow Fluid Technology Solutions, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Watson-Marlow is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.