Job Description
Watertech is seeking talented professionals to share in the growth and success of a thriving industry. As Customer Service Manager, you are at the forefront of ensuring that we deliver “Unmatched Customer Experiences.” Our customer service department is the critical connection between our territory managers, customers and internal staff. If you enjoy working with people and are driven to achieve excellence, then read on.
As Customer Service Manager, you will directly manage our Customer Service Representatives and Delivery Specialists. You will manage processes that span from new customer setup to scheduling product deliveries. You will work closely with the Leadership, Sales, and Operations team to create and execute processes that ensure that customers get what they need, when they need it, without any problems along the way. The role includes, but is not limited to the following responsibilities:
Manage customer service process from order entry, to delivery to invoicing.
Create the delivery schedule and ensure Delivery Specialists are able to safely and accurately make deliveries.
Ability to lead and motivate a team while modelling a strong code of ethics and respect for others
Demonstrates common-sense judgment and a disciplined attention to timeliness and urgency when it comes to resolving customer issues
Serve as an administrator of our web-based WTeService program.
Carry out supervisory responsibilities for corporate policies and procedures
Serve as a back-up customer service rep as needed (entering orders, customer invoicing, etc.)
Work with management team to assess territory manager staffing needs and hire new employees
Manage customer pricing
Assist with the coordination of installation and maintenance projects with the Applications Team.
Experience and Background
8+ years of experience in Customer Service role.
3+ year of experience in a supervisor or management role.
Must have a positive attitude, strong work ethic, interpersonal skills to manage, develop and motivate the Customer Service team.
Excellent communication and leadership skills
Advanced computing skills (Microsoft Office, web-based platforms, etc.).
Experience with Microsoft ERP programs (Dynamics GP and Business Central) is a plus
Experience in chemical industry is preferred.
Must be a current US Citizen
Company Description
Watertech has a history of attracting the best people and keeping them. The reasons are simple: industry competitive salary and benefits, pay-for-performance incentive plans and a diverse work environment where employees feel challenged and valued. People come to Watertech and stay. Our Core Values define who we are and how we provide Unmatched Experiences to our customers. We Take Ownership: We are accountable to ourselves, our team and customers. We empower our employees to go to any length to help our customers and each other succeed. We are Professionals: Relationships are built on trust. Good communication, honesty and integrity are cornerstones of how we work. We are Never Satisfied: We are always moving forward. We work hard, stay curious, and continuously grow and learn to provide the best value to our customers and improve how we do business. We are a Team: We are better together. As employees, customers or partners in the industry – we are better when we work together, learning from each other and relying on one another to do their part to achieve our shared goals. We Work Hard and Have Fun: We believe in enjoying the journey. We truly love what we do and work hard to provide the best service to our customers. We also believe in balancing our work ethic with plenty of fun along the way. A happy team is a successful team! If these values describe you then you will love being a part of our team