Job Description

Purpose of the Job

Responsible for the day to day leadership of the Customer Services team. Manage the team's performance and behaviours through coaching, training, development, motivation and engagement. Drive the department with set Goals and Objectives in providing excellent levels customer services in line with Rotork Values. Support the respective site based leadership team and Customer Service Manager on key reporting responsibilities. Use LEAN processes to identify improvement areas in the department and continually look to raise standards within the team.

Key Responsibilities and Outcomes:

Responsible for managing the Inside Sales & Contracts teams at a site, country or area based level Support the CSM or Country manager in defining the CS strategy and implementing this strategy locally Form part of the Customer Service Team and contribute as part of a wider peer group of TLs Form part of the site based Senior Management Leadership Team and contribute to monthly meetings Manage and maintain key customer relationships, including internal and external stakeholders Act as a point of escalation for customer queries, demonstrating the ability to handle complex problems and provide solutions Liaise with the external Sales teams to work collaboratively on customer issues Build relationships with technical, applications, finance and operations to form a cross functional team Ensure the CS team meet agreed KPIs for Quotation fulfilment, Order processing etc Ensure the team comply with Group policies Provide open communication and feedback to customers Highlight and drive cross selling opportunities within the team Capture all customer feedback and use this to drive improvements Integrate with other Rotork sites within a matrix structure Uses prescribed guidance or policies to analyse and resolve problems Receive a moderate level of guidance and direction. Be willing to accept delegated tasks from CSM Train new team members and conduct performance evaluations to identify development needs Well versed in the core systems, processes and procedures used by the CS team Keep the systems up to date to be able to obtain accurate forecasts of the orderbook output

Qualifications

Essential

Typically 5 years' experience within Customer Service in a similar industry 3+ years' experience of managing a team Has good working knowledge and experience of the Inside Sales & Contracts roles

Desirable

Manufacturing experience Experience in using ERP systems

Personal Specification:

Essential

Ability to work with a high level of autonomy and solve problems independently Good interpersonal and influencing skills Ability to prioritise and multitask Strong leadership qualities

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.


Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving.


From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.


Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.


Rotork is going through an exciting period of change and growth, building on our existing market leadership. It's a great time to join us and make an impact in shaping the future of our business.