ABOUT PROSYS:

ProSys, an Irish company established in 1997, specializes in the design and manufacture of specialist capital equipment for the pharmaceutical industry. Headquartered in Cork, Ireland, we are expanding our presence to better serve our U.S. client base.
To meet growing demand, ProSys is opening a new office in Warminster, PA, which will support existing clients through the supply of spare parts and services. Over the coming months, this facility will also begin manufacturing equipment for our U.S. market.
To support the successful launch and operation of our new location, we are pleased to announce an opportunity for a Customer Service Manager based in our U.S. office.
Department: Services/ Operations.
Location: 165 Veterans Way, Warminster, PA 18974
This position requires full-time in-office presence.

EXPERIENCE AND SKILL REQUIREMENTS:

• Experience: The successful candidate must have at least 3 years of experience in a customer service role.
• Education: A bachelor’s degree in business, Management, Customer Service, Customer Experience, or a related field is required.
• Skills: Excellent commercial acumen, strong client management skills, and a thorough understanding of the customer intimacy framework.
• Technical Skills: Experience working with an ERP system is an advantage.
• Personal Attributes: Must be a proactive self-starter with excellent attention to detail.
• Personal Attributes: Must demonstrate excellent communication and interpersonal skills.
• Technical Skills: Must have strong knowledge of Microsoft Office applications (Excel, Word, Outlook), with advanced proficiency in Excel being a high priority.
  Job Type: Full-time
  Work Location: In perso

ProSys has several key clients within the U.S. market, and this role will be instrumental in supporting them. Working in close collaboration with our Irish services team, the successful candidate will take on the following key responsibilities:

• Manage spare parts and service call-out requests in collaboration with the Irish services team.

Key responsibilities include handling enquiries, preparing and issuing quotations, following up to maximize order conversion, and coordinating with service engineers for onsite visits or remote service calls as needed to resolve client issues.

• Client Setup (in conjunction with Irish office): Establish ProSys US Corp as an approved supplier for existing clients to ensure new orders can be placed directly with the U.S. entity. This includes verifying that ProSys US Corp is correctly registered in client systems.
• Order Processing (working with Irish office as needed): Enter new purchase orders into the ERP system and ensure timely fulfilment and shipment.

Tasks include issuing order acknowledgements, coordinating with the Irish office on part sourcing, raising purchase orders with local suppliers when required, managing receipt of goods, and arranging final shipment of parts to clients.

• Client Engagement & Customer Intimacy: Conduct regular onsite visits and maintain strong relationships with local clients. The Customer Service Manager will regularly visit ProSys clients in the Philadelphia area, ensure satisfaction, gather feedback, and foster customer intimacy to strengthen long-term partnerships.
• Operational Support (working with Operations manager based at Warminster)

Support day-to-day operations at the Warminster site, including welcoming clients at reception, preparing meeting rooms, arranging refreshments, and other related tasks.

• Administrative Support: Assist with ad hoc administrative tasks as required, such as processing customer prequalification forms, ordering stationery and office supplies, and issuing customer surveys.