Customer Care Supervisor

Brooks Automation - Chelmsford, MA

Full-time
Brooks Automation, Inc.
At Brooks, new ideas, new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity
Job Title
Customer Care Supervisor
Job Description
In support of Brooks Life Sciences business, the Customer Care Supervisor is the voice of the customer and will have direct interaction with our external as well as internal customers on a daily basis . They will act as the local escalation lead and advisor for all all issues relating to customer satisfaction and order bookings. The role also includes ensuring that company policies and procedures are adhered to and that the local Customer Care team has the appropriate training & tools to carry out their duties to a high standard.

Daily activities include: reviewing, entering and managing customer orders for consumables, hardware and project orders according to clean order booking and order entry procedures, handling customer calls and emails, seeing problems through to satisfactory resolution. Contract review including terms and conditions, master supply agreement, project and software contracts. Generating and monitoring open order reports for held, open and late orders. Responsible for enquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution. All work is done in compliance with department Standard Operating Procedures, order booking procedures and Sarbanes-Oxley.

Act as local escalation point for Customer Care representatives for all issues relating to customer satisfaction and bookings.
Takes ownership of problems to a high-standard, drives root cause analysis and identifies areas for process review/improvement
Is able to work cross-functionally to devise and implement policies & procedures impacting on Customer experience & bookings
Ensures team is trained to a high standard in all processes and procedures.
Professionally handle incoming requests, via phone and email, to ensure that issues are resolved both promptly and thoroughly to strive to achieve a “closed-loop” resolution process for the customer, limiting the need for customer call back.
Proactive management of customers with orders on hold, staged release dates and blanket POs
Face to face customer meetings when required
Demonstrates a solid understanding of commercial and operational needs and challenges while working to maintain a balance between both to advocate for the customer; seeks opportunities for process improvement.
Establish solid interdepartmental relationships; understand quote to cash process beyond their role.
Reviews, enters and books orders according to order entry policies and procedures; proactively follows-up with customers to resolve order issues and escalate when necessary. Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry.
Candidate should enjoy working in a fast-paced, collaborative environment and exhibit a commitment to delivering customer satisfaction and success.
Perform job duties in a way that meets or exceeds individual performance, with an outside the box thinking.
Strong communication and multi-tasking skills with a focus on attention to detail.
Strive to gain a broad understanding of products, market segments and customer needs.
Remain current with and apply internal policies and procedures.
Able to work independently; motivated to seek guidance from wider network of colleagues.
Takes ownership of their work and their role; driven self-starter.
Contribute to and promote harmony, growth and teamwork; is accountable to themselves and their team.
Other duties as assigned.
Qualifications
3-5 years in a Customer Service, with a minimum of 2 years in a supervisor/leadership role
A minimum of a Bachelor’s Degree or equivalent industry experience
Ability to work with cross functional teams, proactively contribute to and promote teamwork.
Experience of working in regulated, audited environment (particularly Sarbanes Oxley, ISO conformance desirable)
Professional demeanor; excellent phone skills, strong attention to detail, team player.
Customer-first attitude a must; understands that the customer is the driving force behind all activity.
Ability to work in a high-volume environment, with fast turnaround times.
Experienced with ERP tools (Oracle preferred), preferably with Super-User or functional training responsibilities.
Experience with saleforce.com desirable, particularly ServiceCloud, or other incident-management tools such as ServiceNow.
Excellent time management and organizational skills with the ability to effectively prioritize. Requirements include strong teamwork and problem solving skills.
If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at HR.Recruiting@brooks.com for assistance.
Brooks Automation is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.