Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for the strategic leadership and operational performance of the Customer Service function across multiple locations. This role ensures consistent, high-quality customer experience through the effective management of people, processes, and systems.

The position defines departmental strategy, establishes performance standards, and drives continuous improvement initiatives. As a key cross-functional partner, this role ensures alignment between Customer Service and Sales, Engineering, Operations, and Business Applications & Systems Teams to support business objectives and customer outcomes.

This role will focus on:

• Leadership & Team Management
• Strategy & Business Alignment
• Operational Performance
• Process & Systems Improvement
• Performance & Reporting
• Customer & Stakeholder Management

This role operates in a highly cross-functional environment, requiring strong collaboration and alignment across key business functions. The National Customer Service Manager partners closely with both internal teams and external stakeholders to ensure seamless and consistent customer experience.

This is what you'll need to be successful in this role:

• Success in this role requires a balance of strategic leadership and operational expertise.
• 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.
• 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.
• 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.

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.

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.