Customer Service Supervisor in Hatfield, PA at ITW Test & Measurement and Equipment

Date Posted: 5/14/2018

Job Snapshot

Job 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 a
Customer Service Supervisor.  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

Please visit our website: 

Basic Function


The Customer Service Supervisor will be responsible for leading the Business Unit customer service team and performing tasks required in support of receiving customer or sales representative orders and inquiries regarding the Brooks’ products and/or services. 
He / She will review inquiries and take actions to obtain necessary information from policies, procedures, and other documentation.  He / She will also coordinate problem resolution with appropriate department(s)  and inform customer or sales representative
of response and/or problem resolution.


Essential Duties and Responsibilities
  • Responsible for hiring, training, supervision, coaching and mentoring of all departmental personnel.  Departmental functions include:
    • Timely and accurate communication with customers, sales managers, and sales representatives including responses to inquiries, order entry, status updates and schedule changes
    • Regularly updating Customer open order reports and MRP system date management
    • Maintaining Customer Portals with most up to date information
    • Providing resolutions to escalations on orders, expedites and other customer or sales representative issues or concerns.
    • Assisting customers and sales representatives with any complaint, using the formal customer complaint process when appropriate.
    • Management of Customer inventory stocking programs
    • With support from the Product Managers, assist with product selection, sizing, configuration, and pricing of Brooks products to fit customer’s application(s).

  • Facilitate a collaborative approach and team effort across Customer Service team and cross functional departments.
  • Manage the quote and order placement process to ensure that timely and accurate information is provided to customer and/or order entry.
  • Participate in continuous improvement initiatives to improve customer satisfaction
  • Maintain departmental metrics that accurately measure exceptional customer service.
  • Provide training to customers and sales reps at the factory and/or by traveling to field locations.
  • Ensure team compliance to Company training initiatives and Safety procedures and operates in a highly ethical manner
  • Ensure team awareness with changes to policies, procedures, new products, and programs.
  • Execute departmental and/or cross-functional Toolbox projects.
  • Assist Order Editors in the translation of order information on international orders as required.
  • Regular attendance and managing the attendance of team members to ensure that adequate coverage is provided at all times. 

Knowledge, Skills and Abilities 
  • Strong customer service culture
  • Strong leadership ability in a team environment.
  • Ability to work independently with minimal supervision
  • Sense of urgency and demonstrated ability to work in fast pace environment
  • Knowledge of Microsoft Windows, Excel, Word, Outlook and PowerPoint required, advanced MS Excel skills a plus
  • Knowledge of ERP systems required, MAPICS preferred.


Education and Experience 
  • Associates degree with a minimum 3 years of experience in customer-facing role (or equivalent) required.  Bachelor’s degree and / or prior leadership experience desired.
  • Knowledge or previous work history in Manufacturing environment preferred
  • Prior customer service supervisor experience a plus.

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.

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.