Senior Customer Service Manager – Fluids Salary – £50,000 - £65,000
Bonus – up to 15%
~ Holiday – 25 days plus option to buy or sell up to 1 week
~ Pension – DC scheme with max employer contribution 11%
~ Life assurance – up to 6 x DIS coverage
~ Onsite gym
~Early finish on Fridays
~ Hybrid working
~ Onsite parking
Reporting to the Commercial Director this role is responsible for a team of three Customer Service Managers (located in the UK, France and Germany) and their team of Customer Service Advisors (approximately 13 located in the UK, France, Germany and Denmark).
This is a high-impact role where you will drive excellence in customer support, streamline operations, and implement best practices to enhance processes, tools, and team performance.
Ensure your teams consistently meet performance metrics, aligning their contributions with organisational goals.
Collaborate with local managers to refine policies, procedures, and standards based on data insights and customer feedback, driving ongoing enhancements.
Roll out best practices across all Fluids units, setting new benchmarks for customer service quality.
Leverage your expertise in Fluids products and services to manage escalated issues, ensuring swift and effective resolutions.
Work closely with teams in Operations, Sales, Product Management, and other departments to deliver seamless customer experiences.
Lead recruitment efforts, provide training, and nurture the growth of high-performing teams through coaching and performance reviews.
Prior experience in managing customer service teams and managers, ideally in an industrial manufacturing environment.
Familiarity with global trade compliance, export procedures, hazardous shipping, and air freight regulations.
Competency in Microsoft Office, with a solid understanding of ERP and CRM systems.
Ability to use data and insights to make balanced decisions that address customer and business needs.
Knowledge of customer service best practices and industry trends, with experience in defining and implementing these practices to enhance performance and quality.
General expertise in ERP and CRM systems.
Strong written and verbal English communication skills, language speaking skills desirable (French Dutch or German)
Elevation Recruitment Group are working on behalf of ITW Rocol as part of a retained project.