Leading a small customer service team - managing the team’s performance and behaviors through coaching, training, development, motivation, and engagement. Engage the team to provide excellent levels of customer service in line with Rotork values. Support the respective site-based leadership team and Customer Service Manager with key reporting responsibilities. Use LEAN processes to identify improvement areas in the department and continually strive to raise standards within the team.
Key Responsibilities and Outcomes:
- Managing an Inside Sales team for configured and/or engineered products in LATAM
- Support the Customer Service Manager (CSM) or Country Leader in defining the Customer Service (CS) strategy and implementing this strategy locally
- Support and maintain standard and efficient processes that deliver the quality of customer service required at speed
- Form part of the Customer Service Team and contribute as part of a wider peer group of Supervisors driving improvements and meeting daily performance expectations.
- Manage and maintain key customer relationships, including internal and external stakeholders taking accountability for the customer relationship where applicable.
- Act as a point of escalation for customer queries, demonstrating the ability to handle complex problems and provide solutions
- Liaise with the External Sales, Engineering and Factory teams to work collaboratively on customer issues
- Build relationships with technical, applications, finance and operations to form a cross functional team
- Implement streamlined processes and tools to support effective teamwork across customer service and all stakeholders
- Ensure the Customer Service team meet agreed KPIs such as quotation fulfilment, on time delivery of quotes and turnaround time that meets customer expectations
- Ensure the Customer Service team comply with Group policies
- Highlight and drive cross selling opportunities within the team
- Provide open communication and feedback to customers, capturing all feedback to drive continuous service improvements based on insights.
Essential
- Solid experience within Customer Service in a similar industry (likely to be around 5 years)
- Demonstrated experience in a relevant / similar role (likely to be a minimum of 3 years)
- Good working knowledge and experience of the Inside Sales & Contracts roles
Desirable
- Experience of manufacturing or flow control industry or similar
- Experience in using Enterprise Resource Planning (ERP) Systems
Personal Specification:
Essential
- Role model for Rotork DNA behaviours in all aspects
- Strong leadership qualities and customer focused attitude
- Good communication and interpersonal skills with a strong customer focus.
- Able to multitask and effectively manage differing priorities as they emerge.
- Builds strong relationships with customers and other internal departments to ensure customer satisfaction through delivering consistent and reliable support.
- Strong attention to detail and the ability to work under pressure.
- Proactive approach to challenges with a focus on finding solutions.
- Able to manage and lead change in a dynamic environment.
- Understands what impact decisions have on a business performance – demonstrates good commercial awareness.
Desirable
- Technically proficient in IT programmes such as MTMS, AX, CE, D365, SharePoint, Microsoft (basic knowledge of Outlook, Word, Excel)
- Up to date on market trends and emerging technologies to respond effectively on changing customer needs.
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 success. It's a great time to join us and make an impact in shaping the future of our business.
Skills Required
- Approximately 5 years' experience within Customer Service in a similar industry
- Minimum 3 years' demonstrated experience in a relevant/similar role
- Working knowledge and experience of Inside Sales and Contracts roles
- Strong leadership qualities and customer-focused attitude
- Good communication and interpersonal skills with strong customer focus
- Ability to multitask and manage differing priorities
- Ability to build strong relationships with customers and internal departments
- Strong attention to detail and ability to work under pressure
- Proactive, solution-focused approach to challenges
- Ability to manage and lead change in a dynamic environment
- Commercial awareness; understands impact of decisions on business performance
- Experience in manufacturing or flow control industry
- Experience using Enterprise Resource Planning (ERP) systems
- Technical proficiency in MTMS, AX, CE, D365, SharePoint, Microsoft Outlook, Word, Excel
What We Do
Rotork is a FTSE-250 market-leading global provider of mission critical flow control and instrumentation solutions for oil and gas, water and wastewater, power, chemical process and industrial applications. Rotork has 3,700 employees, based in 39 countries and serving customers in over 170 countries, led from our head office in Bath, UK. No matter where in the world customers are located, Rotork products can be locally sourced and supported by life-of-plant maintenance, repair and upgrade services. Rotork – Keeping the World Flowing for Future Generations.
