Customer Service Functional Lead

Overview

Highly experienced Customer Service Functional Lead with advanced SAP expertise to serve as the subject matter expert (SME) within a high-volume, transactional customer service environment. This role provides operational guidance and process oversight without direct people management responsibilities.

The Functional Lead partners closely with Customer Service Representatives, Sales, Supply Chain, Finance, and IT to ensure transactional accuracy, process efficiency, and exceptional customer experience. The ideal candidate combines deep SAP knowledge with strong analytical capabilities and the ability to influence cross-functional stakeholders.

Responsibilities

• Serve as an SAP Subject Matter Expert (SME) for chemistry/spare parts order management, pricing, billing, returns, credits, and assist with ECOMM/EDI.
• Oversee and support end-to-end Order processes to ensure accuracy, compliance, and efficiency.
• Act as the primary escalation point for complex transactional issues and system discrepancies.
• Monitor order flow, backlog, and metrics to proactively identify risks or bottlenecks.
• Partner with manager to analyze KPIs and recommend corrective actions or process improvements.
• Provide hands-on support during high-volume periods to ensure service levels are maintained.

Qualifications

• Advanced SAP (SD preferred) system expertise
• Order Management process ownership
• Escalation resolution and root cause analysis
• Process optimization and continuous improvement
• Cross-functional partnership and influence
• Data integrity and compliance oversight
• Operational reporting and KPI analysis

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.

Key Words

SAP Continuous improvement Transaction management Sales Support Customer Support KPI Metrics Problem Solver Team Support Order Management #LI-Hybrid