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 Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

This Role Will Focus On The Customer Service & Supply Chain Manager oversees the coordination of customer service operations and supply chain activities, ensuring a seamless and efficient process from order placement to delivery. This role involves managing customer service teams and coordinating supply chain functions to meet customer demands and satisfaction. 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.

Foundational Skills What you'll need to be successful in this role

• Strong organizational and time management abilities
• Proficient in Microsoft Office Suite or similar office software
• Basic knowledge of office systems and administrative procedures
• Excellent written and verbal communication skills
• Ability to maintain confidentiality and handle sensitive information
• Customer service-oriented approach to dealing with staff and vendors

Advanced Skills

• Experience working with external and internal vendors.
• Financial acumen, including office budget management and expense tracking
• Project management skills for supporting office-related initiatives
• Expertise in improving office systems, processes, and procedures

Language Requirements This position requires proficiency in English. Candidates may be assessed in reading, writing, and oral interaction. Bilingualism in French is considered an asset.

Equity, Diversity, and Inclusion We are committed to creating an inclusive and accessible workplace. We encourage applications from individuals of all backgrounds and experiences. If you require accommodation during the recruitment process, please let us know, and we will work with you to meet your needs.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• 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.

Benefits 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:

• G ender-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.

Company Overview At Watson-Marlow Fluid Technology Solutions, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Watson-Marlow is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

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

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