Customer Support Manager

Alfalaval
United Kingdom
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Continuous improvement","Process mapping","Data-driven decision-making","Leadership","Cross-functional collaboration"]

Lead and develop the order management and claims handling team to deliver operational excellence and a positive customer experience. Own customer support operations, manage order-handling processes, and act as the escalation point for operational issues to drive resolutions. Improve processes using mapping, journey optimisation, KPIs, and data insights. Coordinate with Sales, Service Operations, Finance, and factories to manage logistics, payment/backlog follow-up, and implement new tools and processes.

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FursaFursa
Alfalaval
Alfalaval
1 day ago

Customer Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead and develop the order management and claims handling team to deliver operational excellence and a positive customer experience. Own customer support operations, manage order-handling processes, and act as the escalation point for operational issues to drive resolutions. Improve processes using mapping, journey optimisation, KPIs, and data insights. Coordinate with Sales, Service Operations, Finance, and factories to manage logistics, payment/backlog follow-up, and implement new tools and processes.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and manage all customer service functions to ensure positive customer relations via order-handling processes.
  • •Develop and execute a comprehensive customer experience strategy aligned to company goals.
  • •Serve as the escalation point for customers on operational challenges requiring additional support to drive resolution.
  • •Develop, monitor, and achieve quality standards and customer satisfaction targets through KPIs.
  • •Lead the Customer Service team, including direction, coaching, and development of direct reports; improve processes and coordinate order logistics and finance payment/backlog follow-up.

Pay and Benefits

Perks:Health InsuranceLife AssurancePaid Leave

Key Requirements

  • •Experience leading a customer service or support function in a B2B industrial environment, ideally with order-to-cash and claims handling exposure.
  • •Passion for customers and a drive to build loyalty through a positive customer experience.
  • •Strong capability in process mapping and enhancement, journey optimisation, and continuous improvement methodologies.
  • •Ability to use data insights to drive decisions and prioritise work.
  • •A leadership style that builds trust, engagement, and empowerment, with a result-driven approach and cross-functional collaboration.
Experience:B2BIndustrial
Skills:Customer focusContinuous improvementProcess mappingData-driven decision-makingLeadershipCross-functional collaboration

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Alfalaval
Designs and manufactures heat transfer, separation and fluid handling equipment and systems for industries including energy, food, water, marine and wastewater to improve productivity, energy efficiency and environmental performance.
Industry: Industrial Machinery
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Lund, Sweden
Founded: 1883
WebsiteLinkedIn