Contracts (Customer Service) Manager

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Company Description

Job Description

We are seeking an experienced and dedicated Contracts (Customer Service) Manager to lead our customer service team at the Rotork Factory in Bath. As a key member of our Site Senior Leadership Team, you will ensure the highest level of customer service, manage key customer relationships, and drive continuous improvement across our service delivery operations. This is an exciting opportunity to make a significant impact on customer satisfaction and business success.

Key Responsibilities:

• Lead, manage, and develop the customer service team, providing guidance, training, and ongoing support.
• Develop and implement effective customer service policies and procedures to enhance satisfaction and operational efficiency.
• Handle escalated customer inquiries and complaints, ensuring prompt, professional, and effective resolution.
• Monitor and analyse customer service metrics, identifying opportunities for improvement in order accuracy, order entry timeliness, and responsiveness.
• Collaborate with cross-functional teams to ensure seamless service delivery and proactively address customer needs.
• Stay abreast of industry trends and best practices to continually enhance the customer service function.

Qualifications

Qualifications & Technical Knowledge:

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in a customer service management role, preferably within a manufacturing or industrial environment.
• Strong leadership and team management skills, with a focus on developing talent and fostering a collaborative team culture.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Ability to handle challenging situations with professionalism, empathy, and problem-solving expertise.
• Strong analytical and problem-solving abilities to drive continuous improvement and operational excellence.

Why Join Us?

• Be part of a leading global company with opportunities for career development and progression.
• Work in a dynamic and collaborative environment with a focus on innovation and continuous improvement.

Additional Information

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.