Customer Service Manager

Job Description

Our client, a leading custom design and manufacturing company with a successful track record spanning over 25 years, is looking to acquire the services of a Customer Service Manager, who will become a key part of their management team. The company operates globally, catering to diverse industries, and is expanding due to continued growth. The successful candidate will be responsible for building a highly effective customer-facing team, as well as driving strategies based on customer requirements and market data. This is an excellent opportunity to join a well-established business that can offer career progression and development opportunities.
 
Key Responsibilities

• Lead and develop the customer service and field-based engineering team to ensure all planned and reactive service requirements are met.
• Collaborate with sales to drive a sales-through-service strategy.
• Review and report on service pricing and spare parts pricing against competitors.
• Monitor and report on customer service activities, creating KPI scorecards and identifying risks.
• Ensure distributors are supported and trained to operate effectively in their markets.
• Act as the main point of contact for major projects, escalations, and the customer service department in management meetings.
• Oversee compliance with UK and export regulatory requirements.
• Utilise SAP for reporting, data extraction, and supporting service operations.
• Coach and Support team members to identify and address staff training.
• Carry out regular 1-2-1’s and Set SMART objectives.

Key Skills & Experience

• Previous experience managing a customer service and technical team is preferred.
• Previous experience in the manufacturing, engineering or FMCG sector preferred.
• Excellent communication skills.
• Proficiency in Microsoft Word, Excel.
• Familiarity with Outlook Email or a similar system.
• Experience with CRM systems.

Additional Information

• Office based in Banbury
• 25 days annual leave plus bank holidays
• Company Pension
• Eyecare scheme
• Cycle to work scheme

To express interest in this role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have. For a discreet discussion about the role, you can reach out to Daniel Marlow at 01926 699276.