Customer Service Manager

Brooks Instrument is an industry leader in flow measurement and flow control products for critical applications, and a division of ITW (A Fortune 200 Company) is seeking candidates for a Customer Service Manager. The Company maintains sales offices throughout the world including their headquarters location at Hatfield, PA (Suburban Philadelphia). Our products are used in laboratory and process applications in end markets such as :life sciences, chemicals, semiconductor, analytical instruments, nuclear, and solar cells.

Basic Function

Manage the customer service team in responding to customer, sales manager, and sales representative inquiries regarding the company’s products and/or services. Work with other departments. Ensure that the customer service team is responding to the field with timely and accurate information. Manage the order entry and expedite processes. Develop department metrics. Develop and implement training programs, new processes, and the like to ensure ever-improving customer service. Establish and participate in department and cross-functional Toolbox projects. Hire and train new customer service representatives when required.

Essential Duties and Responsibilities

• Responsible for hiring, training, and managing all departmental personnel. Departmental functions include:
  • Provide timely and accurate communication with customers, sales managers, and sales representatives.
  • Assist the field with product selection, sizing, configuration, and pricing of Brooks’ products and services.
  • Manage the quote, order entry, and expedite processes to ensure that each provides timely and accurate information to the field and the factory.
  • Assist the field with any complaint, using the formal customer complaint process when appropriate.
  • Provide training to- or receive training from- customers and others at the factory or by traveling to field locations.
  • Execute departmental and/or cross-functional Toolbox projects.
  • Establish and maintain departmental metrics that accurately measure exceptional customer service.
  • Ensure that the department operates in a highly ethical manner
• Initiate and/or participate in continuous improvement initiatives to improve customer satisfaction.
• Follow safety procedures and ensure that team members understand and follow them, too.
• Manage the department’s 5-S performance.
• Regular attendance and managing the attendance of team members to ensure that adequate coverage is provided at all times.
• Other duties as assigned.

Knowledge, Skills and Abilities

• Strong leadership ability in a team environment.
• Ability to work independently with minimal supervision.
• Ability to get along with others in a team environment.

Education and Experience

• Associates degree with a minimum 5 years experience in customer-facing role required.
• Prior customer service management experience a plus.
• Knowledge of Microsoft Windows, Excel, Word, and PowerPoint required.
• Knowledge of MAPICS preferred

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

• Health and dental insurance
• Company Paid Life Insurance / Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts

The opportunity to join a well-established (75 + years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

Please visit our website: http://www.brooksinstrument.com/

ITW Company Overview

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer driven solutions. Together, we are ITW—a Fortune 200 company that has prospered for 100 years, and changed the way people live and work, all over the world.

Brooks Instrument is an Equal Opportunity Employer / Affirmative Action employer. All qualified applicants will receive consideration for employment without required to race, color, religion, sex, national origin, disability, or protected Veteran status.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.