Alfa Laval
Customer Support Manager
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Alfa Laval UK&I is looking for a Customer Support Manager.
Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build careers too.
About the job
As Customer Support Manager, you will lead and develop a high-performing order management and claims handling team, ensuring operational excellence, collaboration, team engagement, and continuous improvement whilst engaging cross-functionally with Sales, Service Operations, and Finance.
Who you are
- A passion for customers and desire to continuously build their loyalty through a positive experience.
- Experience leading a customer service or support function in a B2B industrial environment, ideally with exposure to order-to-cash and claims handling.
- Strong capability in process mapping and enhancement, journey optimization, and continuous improvement methodologies.
- Ability to use data insights to drive decisions and prioritization.
- A leadership style that builds trust, engagement, and empowerment within the team.
- A result-driven approach.
- Collaborative mindset with the ability to work cross-functionally to improve service flow and customer outcomes.
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Key Tasks
- Manage all areas of the customer service functions to ensure positive customer relations through managing the order-handling processes.
- Developing and executing a comprehensive customer experience strategy aligned with company goals.
- Escalation point for customers for operational challenges that require additional support to drive resolution.
- Develop, monitor, and achieve quality standards in order to deliver customer satisfaction via KPI’s.
- Map and continuously improve existing processes.
- Scope, roll-out, and successful implementation of new tools and processes supporting order management.
- Coordinate order logistics with the Alfa Laval factories according to customer contract requirements.
- Coordinate with Finance for payment management and backlog follow-up.
- Lead the Customer Service team, providing direction and ensuring they are performing in accordance with the plan.
- Develop, motivate, and coach direct reports to secure the development of relevant competencies.
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What we can offer
Alfa Laval UK&I currently provides a wide range of benefits, schemes, and initiatives to our employees including:
- Holiday entitlement of 25 days + Bank holidays
- Simply Health – Health cash plan available to enter worth over £2500 annually
- Life Assurance – 4X annual salary when you remain in the pension
- Training and Career Development potential
- Cycle to work scheme
- Tech scheme benefit
- Hybrid working, 3 in office and 2 from home
Our commitment to integrity
We care about diversity, inclusion, and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games. Playing the games is mandatory.
As part of our commitment to maintaining a safe and secure workplace, we conduct background checks on final candidates for this role. In addition, you will need to show your right to work in the UK.
For more information, please contact
- Reece Watmore, Talent Acquisition Partner, reece.watmore@alfalaval.com
Applications for this role will be closing on September 12th with CV's being reviewed from the 14th of September. Please apply immediately to avoid missing the deadline.
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