Customer Support Manager

Alfa Laval Inc.; Camberley; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Health cash plan (Simply Health)

Life Assurance - 4X salary

Training and career development

Cycle to work scheme

Tech scheme benefit

Hybrid working

Job summary

Alfa Laval UK&I is seeking a Customer Support Manager to lead a high-performing order management and claims handling team, driving operational excellence and cross-functional collaboration with Sales, Service Operations and Finance.

You will develop a customer experience strategy, map processes, implement new tools, and coach a team to deliver KPI-backed service.

Qualifications

• Experience leading a customer service or support function in a B2B industrial environment.
• Exposure to order-to-cash and claims handling preferred.
• Strong process-mapping and continuous improvement abilities.

Responsibilities

• 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 tool 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.

Job description

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.

• 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 processe
• Scope, roll-out and successful implementation of new tool 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.

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 behavioural 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.

• A passion for customers and desire to continuous 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 optimisation, and continuous improvement methodologies.
• Ability to use data insights to drive decisions and prioritisation
• 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.