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