Global Customer Service Manager

  • 407 W Vine St, Hatfield, PA 19440, USA
  • Full-time
  • FLSA Status: Exempt

Company Description

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 an Global Customer Service Manager. This highly visible position will be based out of our headquarters facility in Hatfield, PA (Suburban Philadelphia). In addition to our Pennsylvania operations, Brooks maintains manufacturing locations in, Hungary, and Korea.  The Company also maintains sales offices throughout the world.  Our products are used in laboratory and process applications in end markets such as: life sciences, chemicals, semiconductor, analytical instruments, nuclear, and solar cells.


Job Description

Basic Function

Lead the Global Customer Service team to support and delight our customers, sales representatives and sales agents. Establish best practices for order entry processes and customer communications and define Key Performance Indicators (KPIs) to measure performance. Prepare reports to share with management and other departments. Coordinate problem resolution with appropriate departments and escalate as required. Develop corrective actions to address all issues to strive for customer service excellence.

Essential Duties and Responsibilities

  • Responsible for hiring, training, and managing relevant departmental personnel that perform the following departmental functions. 
    • Support of the outside sales team to grow Brooks’ industrial business.
    • Develop sales opportunities by researching and identifying potential accounts; solicit new accounts; build rapport; provide technical information and explanations; prepare quotations.
    • Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
    • Respond by phone and e-mail to customer including requests for quotes, applications, pricing and availability of product.
    • Maintain relationships with key customers to support ongoing business and enhance customer satisfaction.
    • Assist in product selection, sizing, configuration and pricing of Brooks products to fit the customer’s application.
    • Support the quote and order placement process to ensure accurate information is provided to the customer and/or order entry in a timely manner.
    • Fill orders by verifying and entering information, process orders and expedite in MAPICS when necessary, communicate expected delivery date.
    • Keep current with technological and competitive developments, update job knowledge by studying new product descriptions; participating in educational opportunities. 
    • Assist customers with any complaint, using the formal customer complaint process when appropriate.
    • Participate in continuous improvement initiatives to improve customer satisfaction.
  • Oversight of US Semi and Industrial order entry teams, as well as dotted line oversight of the global order entry teams to align processes and establish best practices where feasible.
  • Oversight of systems and improvement of systems for best practices (CRM, CPQ, MAPICS).
  • Prepare Weekly Gemba reports for Order Entry and Acknowledgment time, as well as reporting of open workflows and unprocessed or unscheduled orders.
  • Handling escalations and working with planning/product management/sales teams to prioritize orders.
  • Review Reschedule and Acknowledgment data and work with planning to review root cause and corrective actions.  Present data monthly at Global Operations Meeting.
  • Continuously improve the sales process and rigor for inside sales, set KPIs and measure performance.
  • Recommend innovative, and where possible automated approaches for sales admin. tasks.
  • Develop and implement training programs and new processes to ensure an ever-improving customer experience.
  • Manage CPQ facing portal and ensure that customer order-related and applications issues are implemented to the satisfaction of internal and external users.
  • Coordinate CPQ modifications and upgrades to insure successful integration.
  • Manage the CPQ portal for the Americas.  Establish and develop counter-part roles in world areas.
  • Strong leadership ability in a team environment.
  • Strong organizational skills and the ability to inspire a sense of urgency on the team about meeting or exceed commitments.
  • Regular attendance and managing the attendance of team members to ensure that adequate coverage is provided at all times.
  • Follow safety procedures and ensure that team members understand and follow them.
  • Other duties as assigned.


Education and Experience

Bachelor’s degree required (Field of study in engineering preferred) with a minimum five (5) years of experience in customer-facing roles.  Knowledge and understanding of industrial systems and processes. Ability to understand and communicate technical information and an understanding of marketing responsibilities including product portfolio, price, promotion and distribution preferred.  Knowledge of MS-Windows, MS-Excel, MS-Word, and MS-PowerPoint is essential.  Knowledge of MAPICS would be very helpful.

Additional Information

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 (70 + 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:

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.

All your information will be kept confidential according to EEO guidelines.

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.  

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