Customer Services Manager

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? 

Location

GBR - Rotherham
Last application date 2022-08-21 Location: GBR - Rotherham

The Customer Service Manager (CSM) (Internal) is a vital role within our Sales and Commercial Department in acting as the link between the internal customer, sales and production. This role includes managing responses to RFQ’s, lead time enquiries, processing sales orders and managing projects as they progress through the factory.  

Key responsibilities of this role include:

  • Initiating, organizing and controlling the information flow between Customers and Manufacturing on all technical and marketing aspects.
  • Acting as a key link between internal customer purchasing and the manufacturing site to support demand and capacity planning.
  • Improving the customer service experience, creating engaged customers and facilitating organic growth.
  • Being the first point of contact for the customer and responsible for the project from beginning the end.
  • Taking ownership of customers issues’ and following problems through to resolution. This includes prompt attention to:
    • RFQ responses
    • Lead time enquiries
    • Early warning of late delivery
  • Developing service procedures, policies and standards.
  • Acting as lead project manager for significant sales orders with strategic customers.
  • Providing customers, distributors and agents with the relevant commercial support in case of new applications or improvement request.
  • Establishing and implementing KPI’s to monitor and improve the performance of the commercial activity in the company, e.g. lead time enquiry, early warning, OTD.
  • Supporting export and trade compliance for the site, ensuring that appropriate licenses are requested and allocated for controlled parts.
  • Reviewing and optimizing product costs and process parameters.

We are interested to receive applications from candidates with:

  • An Honors degree or equivalent in a relevant discipline.
  • A minimum of 5 years+ experience held in a commercial / project management role within a manufacturing environment.
  • Previous knowledge in establishing pricing strategies.
  • Previous knowledge of composite materials, although this is desirable but not essential.

To be effective in this position you will:

  • Be an articulate and engaging communicator – both verbally and in writing – of technical and business subject matters.
  • Analytical with ability to define problems, collect necessary data, establish facts and implement/suggest solutions.
  • Demonstrate the ability to understand/calculate production cost.
  • Work quickly independently to make accurate quotations to the customers.
  • Possess strong organizational and management skills.
  • Be detail-oriented, with the ability to multi-task and prioritize tasks with strict deadlines.
  • Demonstrate strong personal time management skills.

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