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Customer Service Manager

Date: 15-Sep-2021

Location: Skelmersdale, LAN, GB

Company: Dover Corporation

Job Requisition ID: 38860 

Department: Sales & Marketing (DEPT_SALMRKT) 

 

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).

 

Position Summary:

The key purpose of this management role within Fairbanks is to ensure delivery of contracted service requirements for allocated customers within the required timescales, to agreed service levels and budgeted margin.

The Customer Services Manager will work closely in a peer-to-peer relationships with one of more Managers of Wetstock Analysis whose team is allocated to undertake wetstock analysis for one or more of the allocated customer contracts.

The ideal candidate will have experience covering the portfolio of capabilities necessary in achieving excellent customer service delivery, including inter alia all commercial, project, risk, legal and financial aspects.

They will have a proven record of establishing and maintaining excellent and close customer relationships whilst delivering on planned programme and business targets.  This is a senior position that requires substantial prior experience and a wide skillset.

International business experience is desirable but not essential.

Management Qualities

Management qualities are essential for this role.  This is an outward facing role with an expectation of significant customer contact including routine calls and meetings.  These qualities must be combined with strong organisational skills and a keen eye for detail. 

Key Accountabilities:

Reporting to Fairbanks’ Sr Manager, Customer Services, this role will have responsibility for allocated contracts.  It will engage with customers at an operational level and work alongside the Managers of Wetstock Analysis delivering analysis and also Fairbanks Sales Teams, DFS Regional Key Account Directors, and Regional sales teams to ensure individual project and overall business success.

  • There is no direct team leadership associated with this role
  • Project manage individual contracts with Customers
  • Provision of information for invoicing purposes; work with the Accounts team to reconcile invoice queries
  • Ensure that all ad hoc tasks carried out outside of contract scope and manual work is charged appropriately as an extra and relevant to time and cost.
  • Have excellent knowledge of all accounts and their specific details including SLA’s,  prices and service levels, within your remit
  • Develop strategic plan for each account with focus on retaining/growing business
  • Provide service performance reports/Dashboard bith internally and to the customer as requested by Senior Manager, Customer Services
  • Identify new solutions to extend Fairbanks’ existing services
  • Liaise across departments to promote continuous development and improvement within the organisation.
  • Improve inter-departmental communications and keep other Managers informed by sharing with them successes and progress updates at weekly team meetings.
  • Monitor the service performance of each account, within a portfolio of accounts, by ensuring KPIs against a client’s contract are regularly monitored, reviewed and maintained
  • Ensure all appropriate parties are kept informed of all possible loss incidents at all times, in accordance with a client’s contract
  • Maintain excellent relationships with existing clients
  • Attend client review meetings as required, providing full and clear updates of our service delivery performance; recognise opportunities to further extend the Fairbanks service; escalate and answer outstanding queries raised by the customer by liaising internally where required
  • Work with Sales team and Technical Solutions Team to coordinate account start up and transition for service delivery
  • Deliver service performance reports and updates to the Sr Manager, Customer Services as required.
  • Provide management information as requested.
  • Contribute to the strategic direction of the business and support the Fairbanks Leadership Team to take the business forward through strong management practices.
  • Contribute to and communicate the DFS vision and culture
  • Ensure Health, Safety and Welfare is assured at all times

 

 

Key Relationships

 

  • Sr Manager, Customer Services
  • Managers of Wetstock Analysis
  • Sales Team
  • Members of Fairbanks’ Leadership Team
  • Customers, potential customers, partner organisations and Dover group companies

 

 

Candidate Experience and Qualification:

 

 

Desirable

  • Able to travel nationally and/or internationally, as required

 

Skills

  • Strong commercial acumen
  • Wide ranging management skills
  • Ability to build trust within customer organisations
  • Ability to work alone and to lead a team of professionals
  • Able to plan and prioritise as required
  • Sound understanding of business processes
  • Problem solving and an ability to interpret data
  • Ability to define and analyse problems effectively, interpret data, evaluate options critically and make reasoned decisions / recommendations
  • Strong communication skills (verbal, listening and writing)
  • Presents and exchanges information clearly, accurately and appropriately
  • Prioritise tasks to meet deadlines
  • Confronts and satisfactorily resolves conflict situations
  • IT literate
  • Results oriented
  • Influencing skills
  • Strong relationship-building skills with stakeholders and third parties to ensure the most effective outcomes are delivered.
  • Demonstrates an understanding of personalities and behavioural styles in order to work collaboratively with a variety of people.
  • Well-developed presentation, influencing and communication skills

 

Experience

This is a senior role and candidates would be expected to have at least 18 months' project and/or customer management experience.

  • Understanding of wetstock management or the petroleum / fuel industry would be advantageous. 
  • Development and maintenance of excellent operational relationships with multinational customers
  • Experience of working in a service role, dealing with customer enquiries and problems, along with direct management responsibility
  • Evidence of achievement within a commercial environment
  • Management of a portfolio of client contracts
  • Working for a fast-paced market leader who is focussed on achieving excellent customer service levels
  • Experience with budget management
  • Proven experience of implementing transformational change
  • Ability to produce business cases

 

 

Essential Functions:

  • Ability to travel up to 40%
  • Ability to sit for extended periods of time (long international flights)
  • Flexibility in approach
  • Ability to effectively/clearly communicate
  • Full Driving license

 

The ability to perform the essential functions is a requirement of the job. Reasonable accommodations may be used to meet these requirements.

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Skelmersdale || EMEA : United Kingdom : Manchester : Manchester || EMEA : United Kingdom : Skelmersdale : Skelmersdale


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