Waters Corporation

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Customer Service Team Leader

Customer Service Team Leader

System ID 
7940
Company Name 
Waters Division
Category 
Administrative Support
Job Locations 
DE-HE-Eschborn
Employment Type 
Regular Full-Time
Job Location : Country (Full Name) 
Germany

More information about this job

Company Description

For over 50 years, Waters Corporation has developed innovative analytical science solutions to support customer discoveries, operations, performance, and regulatory compliance. Specifically, the company designs, manufactures, sells, and services high performance liquid chromatography, ultra performance liquid chromatography, and mass spectrometry technology systems and support products primarily in the United States, Europe, Japan, and Asia. Our innovations enable significant advancements within the pharmaceutical, life science, biochemical, industrial, food safety, environmental, academic and government industries. Waters is a publicly traded corporation (NYSE:WAT) with more than 5,000 employees and is represented in 85 countries around the world.

 

 

Waters Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 

Overview

 

The Customer Service Team Leader will be responsible for managing a team of three people. She/he will be responsible for training and supervising this team. This will be a hands on role, she/he will have their own territory to manage.

The Team Leader will ensure the highest customer satisfaction by timely response to customer requests and follow ups, support field engineers and work very close with all customer support involved departments. This individual will strike always a positive, and cooperative tone and attitude towards customers and colleagues. This role is to provide a highly professional and efficient service to our customers, to ensure customer expectations and service level agreement are met/exceeded.

We pride the success of our Service Administration function on being able to recognise and deliver quality service for our customers and we are seeking a like minded individual to join us in this dynamic role.

Responsibilities

  • Timely and effective handling of customer enquiries and orders - providing pricing and availability of goods, delivery & ETA information, and preparing quotations. Exceed customer service level expectations (external & internal), working to agreed deadlines and a focus to finding solutions
  • Ensure customer contracts are processed timely and accurately.  
  • Ensure all field service reports are reviewed, uploaded and invoiced.
  • Coordinate daily activity to track location and movement of inventory. Provide reports to internal and external customers as required.
  • Initiating and driving process improvement projects to increase efficiency of the department.
  • In future managing the performance maintenance planning process including ordering parts to complete the job
  • Liaising with distribution centres to ensure timely movement of parts to and from the field.
  • Creation and maintain daily, weekly and monthly statistics.
  • Develop Team, Individual goals, objectives and measurements with Team members to support Waters WGS KPI’s.
  • Liaise with HR to enforce policies and procedures in a timely and consistent manner.
  • Drive Employee Engagement programme through providing one to one coaching and support to develop the team members, including probation reviews and annual appraisals.
  • Maintain high employee morale and consistent standards across the team.
  • Take responsibility and manage difficult situations with both employees and customers.

 

Qualifications

  • Previous experience in a customer service environment is essential.
  • about 3 Years of experience of supervising staff is required.
  • Experience of working in a logistics background is desirable.
  • SAP experience would be useful.
  • Excellent verbal and written communication skills in both German and English.
  • Excellent computer skills, MS Word, Excel, lotus notes database
  • Travel: This person must hold a current passport and be prepared to travel abroad not only during working hours but also occasionally at weekends

 

  • Customer focus – possess a passion and focus on providing service excellence, providing relevant solution that exceed our customer expectations, recognising the importance and value to the business and strives to continually improving the service experience

  • Collaboration & team work – posses the ability to listen, share information and works effectively with team members to accomplish goals
  • Pro-active – possess a decisive and self starting mindset, able to look ahead, innovate and continually improve agility and adaptable – is comfortable that change is a constant and is able to adapt actions and thinking in order to suit different conditions or situations.
  • Problem solving and decision making – can gather relevant information, prioritise and link the facts to make timely and informed decisions, make decisions effectively under pressure, changing circumstances, or when faced with incomplete information.
  • Communication – able to express ideas clearly, effectively and with meaning. Enables effective communication across the function or team, encouraging constructive feedback and sharing of appropriate information to relevant parties.
  • Strong time management and organisational skills with an ability to prioritise workload and multitask several activities at the same time

Waters offers:

  

  • attractive salary with extensive social benefits (company pension, pension plan, additional sickness insurance scheme, worldwide accident insurance, capital-forming benefits, stock purchase plan, …)
  • an employment with a long-term perspective
  • an interesting position in an international economic sector and industrial market
  • a challenging and interesting working environment
  • regular contact in an international company
  • highly motivated team
  • a modern, well equipped workplace
  • flexible working hours