Customer Service & Operations Manager at Rotork · Sumaré

Job Description

Purpose of the Job:

The Customer Service & Operations Manager is responsible for providing strategic and operational leadership across country Customer Service, inclusive of the LATAM Operations. This role ensures the seamless integration of commercial support and operational execution to deliver an exceptional customer experience while driving operational excellence, efficiency, and business performance.

The role leads all aspects of the country Customer Service function, including inside sales, sales support, contracts, project management, and customer service operations. Working closely with commercial teams, global functions, and back-office partners, the incumbent develops and executes the regional customer service strategy, ensuring a fast, accurate, and customer-focused flow of information and processes that support business growth and best-in-class service delivery.

In addition, the role has overall responsibility for LATAM Operations, providing leadership across purchasing, supply chain, planning, warehouse, shipping, and quality activities. The position is accountable for ensuring operational performance, continuous improvement, and effective execution of end-to-end operational processes while strengthening collaboration across the intercompany supply chain.

The Customer Service & Operations Manager partners closely with cross-functional stakeholders to drive operational excellence, improve processes, optimize data integrity, and deliver strategic initiatives that enhance customer satisfaction, operational performance, and business results. The role is also responsible for building high-performing teams, developing organizational capability, managing budgets, and fostering a culture of continuous improvement, accountability, safety, and customer focus.

Job Duties:

Sales Strategy and Delivery

• Design and implement a Customer Service strategy that meets business growth objectives
• Ability to solves complex problems, where precedent may not exist, taking a new perspective on existing solutions
• Improve NPS (Net Promoter Score), deliver customer satisfaction and agreed customer Metric and KPI’s
• Identify and support the development of new tools and technologies to better serve the customer
• Managing customer service channels, working with IT in ensuring the technology works as required, improving the customer and user interface;

Sales Forecasting

• Ability to identify product and sales trends and provide clear forecast reports for budget purposes
• Interpret forecast information and make business decisions to respond accordingly
• Identify and report end-market movements
• Provide clear and accurate forecast information to support wider business decisions
• Plan, execute and communicate the Customer Service strategy plans

Channel Management

• Work closely with the team leaders to ensure a fast and accurate flow of information
• Use customer insight and root cause analysis to identify companywide improvements
• Drive quality and consistency across the entire Customer Service team
• Create a culture (supported by the necessary processes) which achieve the end-market goals and objectives whilst supporting customer needs

Market Sector Value Proposition Input

• Understand the Voice of The Customer and use this to drive business improvements
• Understand and develop ‘listening opportunities’ to create improved service delivery
• Ability to structure the teams and put processes in place that support the varying needs of the different End Markets / Strategic Accounts

Sales Support Leadership

• Lead and develop the Customer Service team by setting clear, accountable performance measures
• Empower and engage the Customer Service team to take ownership and accountability of their actions
• Look to develop talent with the team and put support measures in place to progress high performing employees through the organisation

Qualifications

• Typically 8 years’ experience in relevant role
• In-depth knowledge in own discipline and basic knowledge of wider business disciplines
• Degree or recognized qualification in appropriate field
• Recognized as an expert leader in Customer Service / Sales / Operations with specialized experience
• Proven track record of success likely to be gained from approx. 10 years in discipline or function
• Experience of managing professional employees/supervisors or supervising large, complex support teams
• Knowledge and experience of sales techniques
• Experience of training, mentoring and providing technical guidance to employees/colleagues/customers
• Accountable for the performance and results of a team within own discipline
• Ready to travel nationally and internationally on occasion

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of 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.