Customer Service Manager
Lead the Country Customer Service and linked Operations functions (supply chain/stores) to deliver a bestinclass customer experience from order intake to ontime delivery while ensuring process excellence safety quality and continuous improvement. Set and execute the Customer Service & Operational strategy enable accurate information flow and drive operational performance across logistics inventory and dispatch.
Key Responsibilities
Endtoend order lifecycle accountability (enquiry order entry scheduling pick/pack/ship delivery confirmation).
Operational responsibility for warehousing inventory control stores and thirdparty logistics providers.
Leadership of Inside Sales/Customer Service Contracts/Project support and Warehouse/Stores teams.
Act as a communication channel between sector teams leadership and key stakeholders; enable One Rotork decisionmaking.
Manage budgets resources and risk within delegated authority.
Provide accurate reporting and forecasting
Customer Strategy & Experience
Design and implement a Customer Service strategy aligned to growth objectives and NPS/customer KPI targets.
Drive continuous improvement initiatives that make Rotork easy to do business with leveraging rootcause analysis and customer insight.
Drive quality and consistency across the Customer Service and operations team; ensure fast and accurate information flow with teams.
Operations Warehouse Supply Chain & Stores
Manage daytoday warehouse operations to meet OTD/OTIF commitments; proactively organise staff to manage bottlenecks.
Oversee relationships with international/local freight forwarders; monitor performance and recommend changes to meet business requirements.
Ensure accurate ERP transactions for all inbound receipts and outbound shipments; maintain compliant inwards/outwards records.
Lead inventory control: weekly cycle counts stocktake inventory accuracy obsolete stock visibility and stock turns vs. Group targets.
Coordinate final logistics with fabricators/painting suppliers and freeissued valves to meet Factory Fit/FAT promised dates.
Implement SQDCP boards to drive measurable efficiency and delivery improvements.
Manage consumables/nonproduct items for warehouse operations.
Continuous Improvement & Change
Lead Leanaligned initiatives and process standardisation in partnership with Customer Service and Operations leaders.
Identify document and formalise SOPs/work instructions where required drive adoption and compliance.
People and Culture:
Leadership & Strategy:
Translate organisational strategy into actionable team plans
Lead by example modelling DNA & values-based leadership and ethical conduct
Foster a culture of accountability collaboration and innovation
Build a high performing team through coaching feedback and development
Conduct effective performance reviews ensuring measurable objectives support and career development
Promote psychological safety wellbeing and inclusive practices.
Qualifications :
Degree or recognised qualification (business supply chain engineering or related).
Experience in manufacturing/industrial engineering environments; exposure to Lean in office and operations contexts.
8 years leadership across Customer Service/Sales Ops with proven results; experience managing professional employees/supervisors.
Practical leadership in warehouse/supply chain/logistics operations (incl. inventory control 3PL/freight forwarder management).
Knowledge of Lean principles and continuous improvement methods.
Strong ERP proficiency for inbound/outbound transactions and reporting; advanced MS Office.
Knowledge of HSE/ISO systems and safe work practices within warehousing/operations.
Excellent communication and stakeholder management; ability to solve complex problems and take new perspectives.
Willingness to travel nationally/internationally on occasion.
People Management:
Oversee day to day operations to ensure efficiency and effectiveness
Monitor performance against KPIs and service standards
Manage budgets resources and risk within delegated authority
Identify opportunities for process improvement and innovation.
Lead or contribute to change initiatives and projects.
Encourage a learning mindset and adaptability within the team.
Driving change and growth with the right balance of entrepreneurial decision making and good corporate citizenship; ensuring decisions are made for One Rotork at all times
Recruit and develop direct team members as appropriate setting clear and measurable objectives and having performance conversations as required
Be a communication channel between other sector teams Leadership and stakeholders
Remote Work :
No
Employment Type :
Full-time
Experience: years
Vacancy: 1