Customer Service Manager

About Rotork

Rotork is a leading global company specializing in flow control and instrumentation, assisting clients worldwide in managing the movement of liquids, gases, and powders across various industries. With over six decades of experience, Rotork is renowned for its engineering excellence, commitment to safety, sustainability, and its role in keeping essential flows moving in sectors such as oil and gas, water, shipping, pharmaceuticals, and food.

Role Overview

We are currently seeking a Customer Service Manager to steer the country's customer service and associated operations functions, including supply chain and inventory. This role focuses on delivering an exceptional customer experience from order placement through on-time delivery, while maintaining process excellence, safety, quality, and fostering continuous improvement. The role encompasses setting and executing strategies to optimize customer service and operations, ensuring accurate communication flow, and enhancing logistics, inventory management, and dispatch operations.

Key Responsibilities

• Oversee the complete order lifecycle from inquiry to order entry, scheduling, picking, packing, shipping, and confirming delivery.
• Manage warehousing operations, inventory control, stores, and third-party logistics partnerships.
• Lead teams within Inside Sales/Customer Service, Contracts/Project Support, and Warehouse/Stores.
• Serve as a communication liaison among sector teams, leadership, and stakeholders to support unified decision-making under the "One Rotork" approach.
• Handle budget, resource allocation, and risk management within authorized limits.
• Provide precise reporting and forecasting to guide operational planning.
• Develop and implement a customer service strategy aligned with growth targets and customer satisfaction metrics such as NPS.
• Champion continual improvement initiatives to simplify business processes using root-cause analyses and customer insights.
• Ensure uniform quality and efficient information flow across customer service and operations teams.
• Supervise daily warehouse tasks to meet on-time delivery (OTD) and on-time in full (OTIF) benchmarks, managing workforce to prevent bottlenecks.
• Manage relationships with freight forwarders globally and locally, evaluating performance and proposing improvements.
• Ensure accuracy and compliance in ERP transactions for all inbound and outbound inventory movements.
• Lead inventory management activities including routine cycle counts, stocktakes, accuracy maintenance, obsolete stock reviews, and alignment with group stock turn targets.
• Coordinate logistics processes with fabricators, painting suppliers, and free-issued valves to meet scheduled Factory Fit/FAT dates.
• Implement SQDCP (Safety, Quality, Delivery, Cost, People) boards to foster measurable efficiency and delivery progress.
• Manage consumable and non-product items essential for warehouse operations.
• Lead Lean principles-based initiatives and standardization of processes in collaboration with leadership across customer service and operations.
• Document and institutionalize standard operating procedures (SOPs) and work instructions, promoting adherence and compliance.
• Translate organizational strategy into actionable plans for the team.
• Exemplify leadership grounded in company values and ethics, promoting accountability, collaboration, and innovation culture.
• Develop high-performing teams through coaching, feedback, career development, and performance management.
• Cultivate psychological safety, wellbeing, and inclusiveness within the workplace.
• Support budget management, performance monitoring against KPIs, and risk mitigation.
• Identify and implement process improvements and innovative solutions to drive change and growth with a balance of entrepreneurial and corporate responsibility.
• Recruit and mentor direct reports, ensuring clear objectives and supporting performance discussions.

Qualifications

• Degree or recognized qualifications in business, supply chain, engineering, or related fields.
• Experience within manufacturing or industrial engineering settings, with exposure to Lean methodologies in both office and operational environments.
• Minimum of eight years in leadership roles within customer service or sales operations, including managing professional staff and supervisors.
• Hands-on leadership experience in warehouse, supply chain, and logistics functions including inventory control and 3PL/freight forwarder management.
• Proficiency in Lean principles and continuous improvement techniques.
• Advanced ERP knowledge for inventory transactions and operational reporting, complemented by strong Microsoft Office skills.
• Understanding of HSE and ISO standards alongside safe workplace practices in warehousing and operations.
• Excellent communication skills and capacity to manage stakeholders, solve complex problems, and embrace new perspectives.
• Willingness to travel domestically and internationally as needed.