Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead. Our people are Shaping Industry from the Inside. Why don´t you join us?
Customer Service Manager
Here at Trelleborg Sealing Solutions, in Rotherham, we are proud to manufacture Orkot® bearings and wear rings. Orkot® is the world's leading brand in composite bearing material for wear resistant bearings under high load. With over 60 years’ experience in composite bearings, our Rotherham facility provides a full service, from engineering concept to delivery of a bearing solution for specialist markets such as marine, hydro & tidal power.
We have a full time, vacancy for a Customer Service Manager at our Centre of excellence site in Rotherham, South Yorkshire, United Kingdom.
Hours of work
The hours of working Monday to Thursday 8.30am until 5pm and Friday 9am until 12pm (38 hours per week). Please note, this is an on-site role and hybrid working is not available.
What be you’ll doing?
Your role is essential to our organization. As Customer Service Manager (CSM) you will act as the link between customers (internal and external), sales and production. Your role includes managing and supporting a small team of representatives & administrators, responding to RFQ’s, lead time enquiries, processing sales orders, order changes and special requirements, export licences and managing projects as they progress through the factory. The CSM will:
* Initiate, organise and control the information flow between customers and manufacturing on all technical and commercial aspects.
* Act as a key link between internal customer purchasing and the manufacturing site to support demand and capacity planning.
In addition, this role this will involve:
* Improve customer experience, create engaged customers, facilitate organic growth.
* First point of contact for customers and responsible for projects from quotation to delivery.
* Take ownership of customer issues and follow problems through to resolution.
* Act as lead project manager for significant sales orders with strategic customers.
* Organise and chair regular meetings to track projects.
* Liaise with the planning department to track the projects through production.
* Provide customers, distributors and agents with the relevant commercial support in case of new applications or improvement requests.
* Establish and implement KPI’s to monitor and improve performance e.g. response time, customer complaints, on time delivery (OTD).
* Support export and trade compliance for the site, ensuring that appropriate licenses are requested and allocated for controlled parts.
* Support finance in developing and maintaining a robust pricing model.
* Develop service procedures, policies and standards.
What we need from you?
To be successful in this role, you will:
* Be educated to degree level or equivalent in a relevant discipline.
* Hold a minimum of 5 years’ experience in a customer service / commercial / project management role, in a manufacturing environment.
* Possess knowledge in establishing pricing strategies.
* Have previous people management experience and be effective at leading and motivating a team.
* To have knowledge of export procedures, export control and logistics would be a significant advantage.
Occasional UK travel to other Trelleborg companies and customers may be required.
Along with the above education and experience, the following personal qualities make you an ideal candidate!
* Customer-oriented
* Excellent communication skills, both verbal and written
* Ability to communicate with and influence staff at all levels of an organisation.
* Negotiation skills
* Ability to identify problems, collect necessary data, establish facts and implement/suggest solutions.
* Ability to understand/calculate production cost and profit margin.
* Strong organizational and project management skills.
* Be comfortable with multi-tasking, prioritizing workload and achieving work to strict deadlines.
* Be capable of managing your time effectively, whilst working in a fast-past environment.
* Be passionate about continuous improvement and playing a key role in driving the department forward.
* Possess a strong work ethic with a positive can-do attitude.
* Ability to use initiative, and like working in a team environment.
* An understanding of technical drawings, composite materials and/or machining processes would be an advantage.
We offer great benefits in return:
* An attractive and competitive salary
* Non -contractual bonus, linked to organizational performance.
* Whilst this is an on-site job (hybrid not available), flexible on-site working is available.
* Holiday entitlement of 25 days per, plus bank holidays.
* Group pension scheme
* Life assurance scheme (4x annual salary)
* Employee assistance program with remote GP, nutrition and well-being app, physio and counselling support
* Discounted Costco Wholesale membership
* Free fruit & hot drink vending
* Mental Health First Aiders
Do you have the right to work in the UK?
In accordance with the Home Office guidance, successful candidates will be required to evidence their right to work in the United Kingdom before commencement of employment. Potential candidates will therefore be asked to demonstrate their right to work status for the UK, at the first interview.
We are an Equal Opportunity Employer, and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.
Our people are shaping industry from the inside. If you have the relevant experience and are excited about this opportunity, we’d love to hear from you!