Building the people that build the world.
With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.
As part of Detection and Measurement, Radiodetection is a global leader in the design and development of equipment and software used by utility companies to install, protect, and maintain underground infrastructure networks. Through precision and magnetic locators and ground penetrating radar, we help prevent damage to infrastructure utilities and protect lives.
JOB SUMMARY:
The Global Customer Service Manager is a global position reporting directly to the Global Sales Director. This role is responsible for implementing and monitoring key performance metrics while overseeing the entire sales administration process from leads, to quoting customers, to managing the sales order and delivery process.
As a key member of the organisation, the Customer Service Manager will collaborate with various departments and will lead customer service teams located in the UK, North America, France and The Netherlands.
The Global Customer Service Manager will lead and motivate their team to achieve goals, foster a high-performance culture and ensure that processes are developed, implemented and adapted as needed, as well as being responsible for driving metrics to ensure customer satisfaction throughout all areas.
To be successful in this position, the ideal candidate must possess exceptional communication skills, the ability to develop and implement efficient processes, and be comfortable leading and being part of a global team.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Manage the global customer service team
• Set and track appropriate metrics for the team
• Establish, deliver and modify processes as required for the full customer service cycle
• Oversee and manage the data entry process across the business: (Quotes, Sales Orders, Repair Orders, Warranty, Credits, etc.)
• Identify and implement improvements in the sales administration process
• Coordinate department projects to meet deadlines
• Work with Finance to assist in the delivery of monthly, quarterly and annual sales forecasts
• Implement actions to drive improvements in customer engagement
• Responsible for driving employee engagement within the Customer Service team
• Ensure sales, finance and legal policies and procedures are met (contract & SOX reviews)
• Liaise with Marketing, Field Sales, Shipping and Production to ensure focus on increased sales
• Manage distributor, dealer, sales channel contract processes across the business
• Build an open-communication environment for your team
• Any other duties as require from time to time
KNOWLEDGE, SKILLS & ABILITIES
• Extensive experience in developing and managing sales processes
• Proven ability to set, monitor and achieve key performance metrics
• Hands-on experience with CRM software and MS Excel
• Comprehensive understanding of the sales administration process
• Excellent interpersonal and team management skills
• Strong analytical and organisational capabilities
• Proficient in numerical analysis with a problem-solving mindset
• Experience with ERP systems; familiarity with IFS is a plus
• Effective communicator who is comfortable presenting to large groups
• Skilled in performance management and team development processes
EDUCATION AND EXPERIENCE
Preferred Education / Experience
• Proven work experience as a Customer Service Manager
TRAVEL
• Travel (c. 25%)
How we live our culture
Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.
Why you should join us
We know that the well-being of our employees is integral. Our benefits include:
Generous holiday with ability to buy/exchange, enhanced maternity, paternity and adoption leave Access to competitive insurance plans (including medical, dental and travel), cycle to work and free parking from your first day Generous life assurance and employer contributions to company pension plan Competitive and performance-based compensation packages and bonus plans Educational assistance, leadership development programs, and recognition programs
Our commitment to embrace diversity to build a culture of inclusion at SPX
We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.