Customer Service Manager, North America

About the position

As the Regional Customer Service Manager at Watlow, you are responsible for overseeing a team across North America, with an indirect team globally. This position focuses on managing local personnel and customer-facing processes, ensuring the execution of policies and processes to deliver a superior customer experience. The manager will drive continuous improvement, team development, and collaboration while optimizing performance, budget, and service delivery across customer service and product support teams.

Responsibilities

• Serve as a Subject Matter Expert (SME) in customer service operations
• Manage daily operations and ensure alignment with business goals
• Interpret and implement policies, and solve complex problems
• Analyze trends, metrics, and customer feedback to improve service
• Lead process improvements and integrate new technologies
• Control budget, staffing, and expenses in line with the Annual Operating Plan (AOP)
• Foster collaboration, build relationships, and promote consensus within teams
• Coach and mentor team members, identifying development opportunities
• Partner with internal teams to drive customer success and act as the voice of the customer
• Oversee escalations, support procedural questions, and ensure service excellence
• Use business tools and Lean methodologies to optimize performance and service delivery
• Stay updated on product knowledge, compliance, and industry trends

Requirements

• Bachelor's degree in a related field preferred, or equivalent years of experience
• 10+ years of leadership experience in customer service or a related field
• Experience working in a manufacturing environment
• Deep experience with ERP systems; MacPac experience preferred

Nice-to-haves

• Proven experience in driving strategy and aligning team goals with business objectives
• Strong background in leading and implementing continuous improvement projects (e.g., Lean, Six Sigma)
• Excellent communication and interpersonal skills, with the ability to collaborate across functions
• Experience managing teams in a multi-cultural environment
• Ability to analyze data and use insights to optimize customer service processes
• Adaptability to new technologies and systems to improve service delivery