Alfa Laval UK&I is looking for a Customer Support Manager.
Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build careers too.
About the job
As Customer Support Manager, you will lead and develop a high‑performing order management and claims handling team, ensuring operational excellence, collaboration, team engagement and continuous improvement whilst engaging cross‑functionally with Sales, Service Operations and Finance.
Who you are
A passion for customers and desire to continuous build their loyalty through a positive experience.
Experience leading a customer service or support function in a B2B industrial environment, ideally with exposure to order‑to‑cash and claims handling.
Strong capability in process mapping and enhancement, journey optimisation, and continuous improvement methodologies.
Ability to use data insights to drive decisions and prioritisation
A leadership style that builds trust, engagement, and empowerment within the team.
A result-driven approach
Collaborative mindset with the ability to work cross‑functionally to improve service flow and customer outcomes.
Key Tasks
Manage all areas of the customer service functions to ensure positive customer relations through managing the order-handling processes.
Developing and executing a comprehensive customer experience strategy aligned with company goals.
Escalation point for customers for operational challenges that require additional support to drive resolution.
Develop, monitor and achieve quality standards in order to deliver customer satisfaction via KPI’s.
Map and continuously improve existing processe
Scope, roll-out and successful implementation of new tool and processes supporting order management.
Coordinate order logistics with the Alfa Laval factories according to customer contract requirements.
Coordinate with Finance for payment management and backlog follow‑up.
Lead the Customer Service team, providing direction and ensuring they are performing in accordance with the plan.
Develop, motivate and coach direct reports to secure the development of relevant competencies.
What we can offer
Alfa Laval UK&I currently provides a wide range of benefits, schemes, and initiatives to our employees including:
Holiday entitlement of 25 days + Bank holidays
Simply Health – Health cash plan available to enter worth over £2500 annually
Life Assurance – 4X annual salary when you remain in the pension
Training and Career Development potential
Cycle to work scheme
Tech scheme benefit
Hybrid working, 3 in office and 2 from home
Our commitment to integrity
We care about diversity, inclusion, and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games. Playing the games is mandatory.
As part of our commitment to maintaining a safe and secure workplace, we conduct background checks on final candidates for this role. In addition, you will need to show your right to work in the UK.
For more information, please contact
Reece Watmore, Talent Acquisition Partner, [email protected]
Applications for this role will be closing on September 12th with CV's being reviewed from the 14th of September. Please apply immediately to avoid missing the deadline.
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Skills Required
- Experience leading a customer service or customer support function in a B2B industrial environment
- Experience with order-to-cash processes
- Experience with claims handling
- Capability in process mapping and process enhancement
- Experience with customer journey optimization
- Knowledge of continuous improvement methodologies
- Ability to use data insights to drive decisions and prioritization
- Leadership ability to build trust, engagement, and empowerment
- Result-driven approach
- Collaborative cross-functional working ability
- Right to work in the UK
Alfa Laval Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alfa Laval and has not been reviewed or approved by Alfa Laval.
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Retirement Support — 401(k) support is described as generous in U.S. postings, and the retirement plan is a notable strength alongside core coverage.
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Healthcare Strength — Medical, dental, and vision coverage are core parts of the package, and health insurance is often described positively in U.S. materials.
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Leave & Time Off Breadth — PTO and paid holidays are standard, with options like purchasing additional PTO expanding flexibility for some roles.
Alfa Laval Insights
What We Do
Pioneering positive impact! Our pioneering 140-year-old start-up culture is built on the idea that partnership is the key to solving complex problems and unlocking the full potential of resources. So we collaborate closely with our partners, customers, and thought leaders to create game-changing solutions that challenge conventional thinking on quality, efficiency, and innovation. United by a shared commitment to creating positive impact we’re reshaping vital industries, like energy, food, water, and shipping, to optimize efficiency, reduce emissions, and increase yields. Together, we’re building business success, elevating the quality of life across society, and driving progress towards a more sustainable world. Alfa Laval is a leading global provider of first-rate heat transfer, separation, fluid handling products separation, and fluid handling products. With these as its base, Alfa Laval aims to help enhance the productivity and competitiveness of its customers in various industries throughout the world. We define their challenges and deliver sustainable products and solutions that meet their requirements – in energy, the environment, food, and the marine industry. Alfa Laval today has customers in some 100 countries, employs more than 21,300 people, and annual sales were SEK 63.6 billion (5.5 BEUR) in 2023. The company is listed on Nasdaq Stockholm. Alfa Laval contributes to 15 of the 17 UN Sustainable Development Goals. Our solutions make a difference in daily life. You can learn more on our website about how our products work, and how they are used in industries worldwide. We welcome your engagement, comments and questions - our guidelines and moderation policy for Alfa Laval channels on social media can be found here: https://www.alfalaval.com/legal/community-guidelines/ Personal data will be handled in accordance with the Alfa Laval Privacy Policy. https://www.alfalaval.com/privacy
