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.
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

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.

3 Alfa Laval Inc. jobs in England & Wales