Customer Service Manager

Lead the Country Customer Service and linked Operations functions (supply chain/stores) to deliver a best‑in‑class customer experience from order intake to on‑time 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

• End‑to‑end order lifecycle accountability (enquiry → order entry → scheduling → pick/pack/ship → delivery confirmation).  
• Operational responsibility for warehousing, inventory control, stores, and third‑party 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 decision‑making. 
• 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 root‑cause 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 day‑to‑day 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 free‑issued valves to meet Factory Fit/FAT promised dates. 
• Implement SQDCP boards to drive measurable efficiency and delivery improvements. 
• Manage consumables/non‑product items for warehouse operations. 

Continuous Improvement & Change 

• Lead Lean‑aligned 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. 
• 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 KPI’s 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