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