Senior Customer Service Manager

Senior Customer Service Manager – Fluids

Salary – £50,000 - £65,000

Company – ITW Rocol

Location - Leeds with European Travel

Benefits

• Bonus – up to 15%
• Holiday – 25 days plus option to buy or sell up to 1 week
• Pension – DC scheme with max employer contribution 11%
• Life assurance – up to 6 x DIS coverage
• Onsite gym
• 35 hour working week
• Early finish on Fridays
• Hybrid working 2 office days per week
• Onsite parking

About the Role

Reporting to the Commercial Director this role is responsible for a team of three Customer Service Managers (located in the UK, France and Germany) and their team of Customer Service Advisors (approximately 13 located in the UK, France, Germany and Denmark). This is a high-impact role where you will drive excellence in customer support, streamline operations, and implement best practices to enhance processes, tools, and team performance.

Key Responsibilities

• Empower geographically dispersed teams to prioritise customer satisfaction, resolve challenges, and maintain accountability for delivering exceptional experiences.
• Develop and nurture long-term connections with strategic key customers, enhancing their satisfaction and lifetime value.
• Ensure your teams consistently meet performance metrics, aligning their contributions with organisational goals.
• Collaborate with local managers to refine policies, procedures, and standards based on data insights and customer feedback, driving ongoing enhancements.
• Roll out best practices across all Fluids units, setting new benchmarks for customer service quality.
• Leverage your expertise in Fluids products and services to manage escalated issues, ensuring swift and effective resolutions.
• Work closely with teams in Operations, Sales, Product Management, and other departments to deliver seamless customer experiences.
• Lead recruitment efforts, provide training, and nurture the growth of high-performing teams through coaching and performance reviews.
• Act as a key representative in leadership meetings, contributing insights and strategies to drive the business forward.

What We’re Looking For

• Prior experience in managing customer service teams and managers, ideally in an industrial manufacturing environment.
• Familiarity with global trade compliance, export procedures, hazardous shipping, and air freight regulations.
• Proven ability to coach and develop high-performing teams.
• Demonstrated experience with continuous improvement systems, including structured problem-solving methods to optimise processes and achieve significant business results.
• Excellent communication skills with the ability to influence, build credibility, and collaborate effectively with customers, employees, and stakeholders at all levels (internally and externally).
• Competency in Microsoft Office, with a solid understanding of ERP and CRM systems.
• Ability to use data and insights to make balanced decisions that address customer and business needs.
• Knowledge of customer service best practices and industry trends, with experience in defining and implementing these practices to enhance performance and quality.
• General expertise in ERP and CRM systems.
• Strong written and verbal English communication skills, language speaking skills desirable (French Dutch or German)

Elevation Recruitment Group are working on behalf of ITW Rocol as part of a retained project. All candidates will be represented by us and speculative CV’s sent to us to screen.

Please apply today to register your interest. Successful candidates will be screened by Elevation Recruitment Group and receive a full candidate pack which explains this fantastic opportunity in further detail.