Customer Service Team Leader

3 months ago

Havant, United Kingdom Wärtsilä Full time

Customer Service Team Leader


Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of. 

We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

We are now looking for a 

Customer Service Team Leader

to join our team working for a better future. The successful candidate will be employed on a permanent basis and will be located in Havant, Hampshire United Kingdom.

What you will be doing

At Wärtsilä Wartsila Defence Solutions Limited (WDSL), we enhance the business of our customers by providing integrated systems, packages and products that offer lifecycle efficiency, decreased costs and reduced risks through the provision of reliable and environmentally sustainable products. 

As the Customer Service Team Leader you will act as a key WDSL representative to the wider Wärtsilä network through managing tenders, projects & orders for spare parts, new build, and retrofit or upgrade projects. 

You will provide leadership and co-ordination of 5 co-ordinators who are responsible for correct, up-to-date and accurate office back up support for the Shaft Line Solutions Sales team, in order to ensure sales growth and margin of WDSL portfolio. You will manage the order book for WDSL customers, ensuring customer satisfaction related to all activities, in line with KPIs. 

You will also be a focal point for short and long term order intake pipeline information (S&OP) and a key stakeholder in the WDSL Portfolio management. 

As Customer Service Team Leader, your work will focus on these responsibilities: 

Team leadership of Customer Service Co-ordinators who support the WDSL global customer base for all parts, retrofit or upgrade opportunities and orders. Management of pre-order and post-order support services including but not limited to; quotations, order processing, contract review, contract execution & technical support. Support Customer Service Manager with strategic business priorities  Customer contact and liaison to delivery for projects. Proactively provide exceptional customer satisfaction. Proactive approach to achieving and exceeding Customer Service KPIs. Input & key player for the WDSL S&OP and WDSL Portfolio management. Ensure all procedures/work processes comply with all audit requirements. Compliance at all times with appropriate QA, information handling, Export Control and Health & Safety procedures.

To be successful in this role we expect you to have:

A logical ordered manner of working A people orientated, outgoing manner A curious nature

Note due to the military applications our products support, any applicant must be able to satisfy the requirements of a BPSS (Baseline Personnel Security Standard) as a minimum clearance requirement of this role.

Why you and us? 

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative. 

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition? 

We have an amazing team and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future. 


Contact & next steps

We hope to hear from you soon, by submitting your application through our careers portal. We aim to keep you updated on the process throughout.
For further questions please reach out to Jess Baxter, Talent Acquisition Partner, through email with any questions related to this position (NO AGENCIES - Only for questions from direct job applicants, applications through email will not be recorded or responded to).

Welcome to join us in shaping the decarbonisation of marine and energy 

Last application date: 20/08/2024 

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities. 

This is Wärtsilä

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