Service Order Supervisor

Overview

Waters China is keen to look for a motivated supervisor to manage our Service Contract Order team for China region.  The Supervisor of Order Services is responsible for overseeing the team that supports the day-to-day operations of our fast-paced, ever-changing environment.  This includes managing and developing a Team to ensure our customers receive world-class customer service by prioritizing orders appropriately and collaborating with cross-functional business partners to identify customer needs and manage expectations.

The supervisor will be well-versed on Waters’ policies, will act as a Subject Matter Expert for unique situations, will provide revenue recognition guidance and will represent Order Services on miscellaneous OTC Projects.

Responsibilities

Core Business Functions

 Responsible for Service Order team management, execute on corporate business goals in the crucial Order to Cash process, and to deliver excellent customer experience.

• Collaborate with related departments to understand down-stream impacts of customer service projects and performance. Partner with those departments to design service order process improvements to ensure a positive customer experience in all aspects of the business.
• Develop monthly and quarterly metrics to capture productivity statistics, identify areas of continuous improvement and training needs and determine workload distribution. Report on trends and accomplishments, and analyze key activities, metrics, goals and objectives to ensure they are in line with departmental goals and policies.
• Lead the team with business-oriented mindset, leverage the understanding of business needs to streamline current business processes, identify process gaps, support in process design for future evolution
• Ensure all work instructions are up-to-date and in accordance with company guidelines; review SuccessFactors to ensure training is completed in a timely manner, ISO compliance and coordinate self-audits. Represent the Customer Service Team in Quarterly Quality Meetings as well as Quality system related activities.
• Possesses current knowledge of best practices and maintains that knowledge through participation in external forums, professional memberships, etc.

Management Responsible

• Directly manage staff including work schedules, prioritization of work, project assignments, cross-training, etc. Monitor daily activities to ensure accurate and timely order processing transactions and manage escalated customer satisfaction issues. 

• Motivate, coach and mentor team to maximize productivity and foster teamwork. Empower employees to take accountability for their jobs and goals.  Provide effective performance feedback by preparing and completing action plans, implementing productivity goals, setting customer service standards and implementing change.
• Lead employees using performance management and development processes to encourage goal setting and attainment as well as career development plans.  Conduct monthly individual one-on-one meetings and monthly team meetings to discuss process/policy changes and upcoming events; coordinate guest speakers for additional training and exposure to other organizations within Waters.
• Identify project opportunities, gain buy in from management and run projects to improve efficiency or effectiveness. Participate on enterprise programs and cross functional projects as needed.

Qualifications

Education:

• Bachelors Degree
• 5-7 years related management experience in a Customer Service oriented environment

Experience:

• • Excellent project management skills, and conflict management
  • Open mind and strong wiliness/skills to lead changes
  • Cross-functional mindset with good business acumen
  • Comprehensive understanding in operating process
  • Strong influencing and convincing skills
  • Pro-active and effective interpersonal communication skills

Skills:

• • Demonstrated skills in employee supervision and HR administration
  • Solid analytical and organizational skills and the ability to multitask with ease
  • High tolerance level for a fast-paced, sometimes stressful environment
  • Excellent oral and written communication skills. Must be able to communicate effectively with all levels of management and provide direction and coaching to the team
  • Strong decision-making and excellent leadership skills – take charge attitude
  • Ability to be a change agent to effectively challenge the status quo and drive new technology and process improvement
  • Knowledge and understanding of ISO and Sarbanes Oxley
  Business systems including MS Office, SAP R/3 Service & Distribution

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.