Inside Sales & Contracts Manager (12m Contract)

Rotork; Bath; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading industrial company in Bath is looking for a Customer Services Team Leader to provide day-to-day leadership and drive team performance through coaching and development. The role involves managing relationships with key customers, ensuring compliance with KPIs, and implementing strategic goals. The ideal candidate will have experience in team management, strong problem-solving skills, and the ability to enhance customer service levels in line with company values.

Qualifications

• Experience in managing teams and driving performance.
• Ability to handle complex customer queries and escalate appropriately.
• Strong communication skills and relationship-building capabilities.

Responsibilities

• Lead and develop the Customer Services team.
• Manage performance through coaching and training.
• Drive improvement using LEAN processes.
• Ensure team compliance with KPIs and company policies.

Job description

Responsible for the day to day leadership of the Customer Services team. Manage the team's performance and behaviours through coaching, training, development, motivation and engagement. Drive the department with set Goals and Objectives in providing excellent levels customer services in line with Rotork Values. Support the respective site based leadership team and Customer Service Manager on key reporting responsibilities. Use LEAN processes to identify improvement areas in the department and continually look to raise standards within the team.,

• Responsible for managing the Inside Sales & Contracts teams at a site, country or area based level
• Support the CSM or Country manager in defining the CS strategy and implementing this strategy locally
• Form part of the Customer Service Team and contribute as part of a wider peer group of TLs
• Form part of the site based Senior Management Leadership Team and contribute to monthly meetings
• Manage and maintain key customer relationships, including internal and external stakeholders
• Act as a point of escalation for customer queries, demonstrating the ability to handle complex problems and provide solutions
• Liaise with the external Sales teams to work collaboratively on customer issues
• Build relationships with technical, applications, finance and operations to form a cross functional team
• Ensure the CS team meet agreed KPIs for Quotation fulfilment, Order processing etc
• Ensure the team comply with Group policies
• Provide open communication and feedback to customers
• Highlight and drive cross selling opportunities within the team
• Capture all customer feedback and use this to drive improvements
• Integrate with other Rotork sites within a matrix structure
• Uses prescribed guidance or policies to analyse and resolve problems
• Receive a moderate level of guidance and direction. Be willing to accept delegated tasks from CSM
• Train new team members and conduct performance evaluations to identify development needs
• Well versed in the core systems, processes and procedures used by the CS team
• Keep the systems up to date to be able to obtain accurate forecasts of the orderbook output