Customer Service Manager

Company Description

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of 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.

Job Description

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.

Qualifications

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