Manager, Customer Service

Job DescriptionJob DescriptionBACKGROUND: DWK Life Sciences LLC (DWK) was created as a result of the merger of three industry leaders and provides the worlds laboratories and production environments with the most comprehensive range of labware for scientific research and technical applications, as well as solutions for storage and packaging. We manufacture a full range of precision glassware and specialty products for life sciences. We also offer products and services (vials, ampules, stoppers, septa, seals, caps, bottles, tubes, flasks, and value-added services) to customers seeking packaging solutions. Company revenue is generated through four primary channels: Global distributors, National distributors, Direct field selling efforts, and inside/telephone sales selling efforts. DWK supports four primary market segments: Laboratory, Pharmaceutical, Analytical Sciences, and Industrial glass.POSITION SUMMARY: The Manager, Customer Service efficiently and professionally manages the Customer Service group in North America, which includes Customer Service Representatives (CSRs) responsible for intercompany and international accounts. This position oversees Customer Service activities such as order entry in the SAP system for specified accounts including customer orders and profiles, shipment and delivery monitoring, including completion of export documentation as required. The position is responsible for communicating pertinent data to customers and DWK personnel including entering and following customer complaints to conclusion. The Manager, Customer Service is responsible for coordinating with production, sales, and shipping personnel, as well as freight forwarders with regard to shipping arrangements and/or problems. This position also handles deduction and other credit issues such as, but not limited to, assisting with collection of payment for cash in advance orders. Working with the Supervisor, Customer Service this position is responsible for managing a team of CSRs in the U.S. and Mexico for personnel issues such as time reporting and employee relations, in addition to the shifting of daily assignment and overall workloads.The Manager, Customer Service participates in continuous training programs, works within ISO and EHS guidelines and creates a cohesive team and positive work environment. ESSENTIAL DUTIES AND RESPONSIBILITIES:Establishes and monitors key performance measures and metrics for Customer Services processes, procedures, and systems.Manages and supports customer service representatives in daily activities including assigning tasks, monitoring workload and phone coverage with or in the absence of Supervisor, Customer Service.Trains new employees and retrains existing associates in established Customer Service processes, procedures, and systems.Works with production, purchasing, sales, shipping and other DWK entities to resolve shipping issues.Communicates requirements and coordinate issues with departments with supply chain.Enters, edits, deletes orders in SAP system.Maintains, revises, updates customer profiles and quotations in Salesforce.Monitors expected delivery dates and communicates same to customers and sales, including delays.Follows up with customer to ensure satisfaction.Promotes DWK products to increase sales.Reviews terms and conditions for each customer contract or purchase order.Enters, reviews, and monitors customer complaints to conclusion.Initiates and monitors customer requests for quotation.Resolves credit issues working with Finance department.Responsible for overall performance management of team of CSRs.Understand the DWK Life Sciences Quality Policy and relevant Quality Objectives.Recognize their contribution to the effectiveness of the QMS including the benefits of improved performance.Comprehend the impact or effect of not conforming with the QMS.Maintain work area in a clean and safe condition. Observe all safety precautions, rules and regulations. Adheres to all DWK policies and procedures.Other duties as assigned.EDUCATION and/or EXPERIENCE:Undergraduate Degree or equivalent experience3+ years of Customer Service, Sales, or other similar experience preferably in DWKs market segmentTeam Leadership experienceStrong ability to use MS Office, SAP, and SalesforceStrong customer focus including proper telephone and email etiquetteStrong communication and people skillsInnate ability to make customers feel engaged with DWKAbility to prioritize and handle multiple prioritiesDemonstrated ability to manage conflict and interact well with others.WORK ENVIRONMENT / CONDITIONS / PHYSICAL DEMANDS:Work will take place in an office environment. Employee may be required to work weekends, holidays and be on-call on occasion. Travel occasionally; both domestic and international.These are considered essential duties and are illustrative of those job tasks, which are fundamental. Employees may be required to perform additional related duties as may be assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Created: 2025-03-22