Job Title: Customer Service and Supply Chain Manager
Location: Spirax Sarco Bldg
Location Type: Hybrid
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

When you join Watson-Marlow Fluid TechnologySolutions, a part of the Spirax Group, you will be integrated into acooperative and encouraging team, participate in challenging yet critical work,and experience ongoing growth opportunities to help you achieve your fullpotential. Visit our website to learn more.

This role will focus on:

The Customer Service &Supply Chain Manager oversees the coordination of customer service operationsand supply chain activities, ensuring a seamless and efficient process fromorder placement to delivery. This role involves managing customer service teamsand coordinating supply chain functions to meet customer demands andsatisfaction. Three days in the office mandatory.

What you’ll be doing
Customer Service Management:

• Team Leadership: Lead and manage customer service teams, providing guidance, support, and training to ensure high-quality service delivery.
• Customer Support Operations: Oversee daily customer service operations, addressing inquiries, issues, and complaints to ensure prompt and satisfactory resolution.
• Customer Satisfaction: Develop strategies to improve customer satisfaction, analyse feedback, and implement initiatives to enhance the overall customer experience.
• Escalation Management: Handle escalated customer issues, working closely with teams to resolve complex problems and ensure customer retention.

Supply Chain Coordination:

• Inventory Management: Collaborate with inventory and logistics teams to ensure adequate stock levels and timely delivery to meet customer demands.
• Supply Chain Optimization: Develop and implement strategies to streamline supply chain processes, aiming for efficiency and cost-effectiveness.
• Order Fulfillment: Manage order fulfillment processes, coordinating with production, distribution, and logistics to ensure timely and accurate deliveries.
• Vendor and Supplier Relationships: Manage relationships with suppliers and vendors, negotiating terms and maintaining efficient communication for smooth operations.

Cross-functional Collaboration:

• Coordination with Sales and Marketing: Collaborate with sales and marketing teams to align strategies and ensure a seamless customer experience.
• Communication with Production and Operations: Work closely with production and operations teams to forecast demand, optimize inventory, and meet customer needs effectively.
• Reporting and Analysis: Monitor key performance indicators (KPIs) related to customer service and supply chain operations, providing reports and insights for improvement.

Who you’ll be working with

• Collaborating closely with internal staff, ensuring that functions run smoothly.
  Working alongside department managers to coordinate meetings, schedules, and office resources.
• Serving as a key point of contact for external vendors, service providers, and contractors to manage office services and supplies.
• Supporting cross-functional teams and leadership as needed with projects.
  
  This is what you’ll need to be successful in this role
• Leadership and Management: Experience in leading and managing teams within customer service and supply chain departments.
• Communication Skills: Strong verbal and written English communication for effective interaction with teams and customers. French language skills and asset.
• Problem-Solving: Ability to resolve complex issues, particularly in customer service and supply chain operations.
• Supply Chain Knowledge: Understanding of supply chain processes, inventory management, logistics, and procurement.
• Customer-Centric Approach: Dedication to delivering exceptional customer service and enhancing the overall customer experience.
• Analytical Skills: Capability to interpret data, analyse metrics, and drive decision-making for process improvements.
• Bachelor’s degree in business, supply chain management, operations, or a related field.
• Previous experience in customer service management, supply chain coordination, or related roles with demonstrated leadership responsibilities.
• Proficiency in customer service tools, supply chain management software, and understanding of CRM systems.

What you'll need to be successful in this role
FoundationalSkills:

• Strong organizational and timemanagement abilities
• Proficient in Microsoft OfficeSuite or similar office software
• Basic knowledge of officesystems and administrative procedures
• Excellent written and verbalcommunication skills
• Ability to maintainconfidentiality and handle sensitive information
• Customer service-orientedapproach to dealing with staff and vendors

Advanced Skills:

• Experience working with externaland internal vendors.
• Financial acumen, includingoffice budget management and expense tracking
• Project management skills forsupporting office-related initiatives
• Expertise in improving officesystems, processes, and procedures

Language Requirements
This position requiresproficiency in English. Candidates may be assessed in reading, writing, andoral interaction. Bilingualism in French is considered an asset.

Equity, Diversity, andInclusion
We are committed tocreating an inclusive and accessible workplace. We encourage applications fromindividuals of all backgrounds and experiences. If you require accommodationduring the recruitment process, please let us know, and we will work with you tomeet your needs.

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Comprehensive private healthcare
• An enhanced retirement plan
• Life assurance
• Additional support and benefits through our Everyone is Included Group Inclusion Plan

Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We know that everyone needs some extra help from time to time, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include:

• Gender-neutral parental leave
• 15 days of extra paid caregiver leave
• Paid time off and support for anyone experiencing pregnancy loss or domestic abuse
• Menopause-friendly workplace principles and more.

Learn more at Our Inclusion Commitments.

Equal Opportunity Employer
Watson-Marlow Fluid Technology Solutions is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other protected characteristics as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Watson-Marlow Fluid Technology Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time.

CompanyOverview
At Watson-Marlow Fluid Technology Solutions, we are driven by innovationand are dedicated to creating an inclusive workplace where everyone isempowered to make a difference. As a world leader in manufacturing peristalticpumps and associated fluid path technologies for the life sciences and processindustries, we offer a wide range of products, including tubing, specialisedfilling systems and products for single-use applications.

Watson-Marlow is part of Spirax Group, aFTSE100 and FTSE4Good multi-national industrial engineering Group withexpertise in the control and management of steam, electric thermal solutions,peristaltic pumping and associated fluid technologies.

Our purpose is to createsustainable value for all our stakeholders as we engineer a more efficient,safer and sustainable world. Our technologies play an essential role incritical industrial processes and industrial equipment across industries asdiverse as Food & Beverage, Pharmaceutical & Biotechnology, PowerGeneration, Semiconductors and Healthcare. With customers in 165 countries, weprovide the solutions that sit behind the production of many items used indaily life, from baked beans to mobile phones!

Our inclusive culture and values, unites us, guides our decisions and inspires us everywhere that weoperate. We support our colleagues to make their difference for each other aswell as customers, communities, suppliers, our planet and shareholders bycreating a truly equitable working environment where everyone feels included.