Customer Service Manager

Job Title: Customer Service Manager
Location: 37 Upton Drive, Wilmington, MA
Location Type: Hybrid
Website:
Group:

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 Manager isresponsible for the strategic leadership and operational performance of theCustomer Service function across multiple locations. This role ensuresconsistent, high-quality customer experience through the effective managementof people, processes, and systems.

The position defines departmentalstrategy, establishes performance standards, and drives continuous improvementinitiatives. As a key cross-functional partner, this role ensures alignmentbetween Customer Service and Sales, Engineering, Operations, and BusinessApplications & Systems Teams to support business objectives and customeroutcomes.

Whatyou'll be doing
Leadership & Team Management
Lead a multi-site Customer Service organization
Establish clear performance expectations and accountability across regions
Drive employee engagement, development, and retention

Strategy & Business Alignment
Define and execute Customer Service strategy aligned with organizational priorities
Partner with cross-functional leaders to support commercial and operational objectives
Represent Customer Service in business initiatives and transformation efforts

Operational Performance
Oversee end-to-end customer service and order management performance
Ensure standardization and compliance with established processes and policies
Address and resolve operational risks impacting service delivery

Process & Systems Improvement
Lead continuous improvement initiatives to enhance efficiency and scalability
Act as a key stakeholder in CRM, ERP, and tool enhancements
Support adoption of new processes and technologies across the team

Performance & Reporting
Establish and monitor KPIs and service metrics
Use data to drive performance improvements and inform decision-making
Ensure delivery against departmental goals


Customer & Stakeholder Management
Serve as an escalation point for complex customer issues
Partner with Sales and key stakeholders to support customer retention and growth
Maintain strong internal and external relationships

Whoyou'll be working with
This role operates in a highlycross-functional environment, requiring strong collaboration and alignmentacross key business functions. The National Customer Service Manager partnersclosely with both internal teams and external stakeholders to ensure seamlessand consistent customer experience.
Internalstakeholders :

• Sales
• Application Engineering
• Operations & Supply Chain
• Finance
• IT / Digital / CRM teams
• Quality & Compliance
• Externalstakeholders:
• Customers and key accounts
• Distribution partners
• Third-party representatives

This iswhat you'll need to be successful in this role

• Success in this role requires a balance of strategic leadership andoperational expertise. The ideal candidate brings strong business acumen, theability to influence across functions, and a demonstrated track record ofdriving performance through people, process, and systems.
• 5+ years of Customer Service leadership experience in a B2B business model
• Experience in manufacturing or industrial environment
• Strong strategic and operational management capabilities
• Proven ability to influence and collaborate with cross-functional stakeholders
• Experience managing customer service operations, including order management workflows
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and relationship management skills
• Experience with ERP and CRM systems
• Bachelor's degree or equivalent experience

Preferred Attributes

• Customer-focused mindset with a continuous improvement approach
• Ability to lead change and drive adoption of new processes and systems
• Strong organizational and prioritization skills
• Collaborative leadership style
• High attention to detail

This position offers a salary range of USD 85,895.00 - 128,843.00 per year. 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.
• 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.