Customer Service Manager - #1708815

Full time and permanent

Summary:

We are delighted to be supporting a global leading manufacturing company with their searches for a full time and permanent Customer Service Manager.

Our client is an organisation that deeply cares about its employees and in building a sustainable future for all, by implementing continuous improvements in sustainability and ecology across its entire function

Key responsibilities:

Our client is seeking a Customer Service Manager who manages activities of a team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers.

This role will be in charge of handling customer complaints and escalations. As well as maintaining a positive, productive service environment which drives a customer-focused culture this role will work to improve employee engagement.

Sales & Commercial Support

• Prepare tenders and quotations while collaborating closely with departments such as Sales, Purchasing, and Finance.
• Manage contract renewals, negotiating pricing, specifications, and delivery terms within defined commercial parameters to ensure strong, ongoing customer relationships.

Customer Issue Resolution

• Act as a key point of contact for resolving customer issues, ensuring a high level of satisfaction and continuity in service delivery.

KPI Management & Process Optimization

• Define, monitor, and refine key service-related KPIs (e.g. OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE) to support continuous improvement and business growth.
• Identify process inefficiencies and lead the development, implementation, and optimization of work processes and systems to drive operational excellence.
• Foster a culture of ongoing improvement within the team, encouraging collaborative and customer-centric solutions.

Commercial Administration & Data Integrity

• Oversee all billing activities, including pre-, post-, and re-calculations, ensuring accuracy and compliance with data processing standards.
• Maintain and manage external customer data according to archiving procedures, ensuring all customer interactions are well-documented and insightful.

Leadership & Team Direction

• Provide effective leadership by setting clear individual objectives, conducting performance reviews, and offering regular feedback to support employee development and accountability.

Customer Relationship & Account Management

• Develop and execute tailored relationship management strategies for complex customer accounts.
• Build strong relationships with key decision-makers and influencers to support effective communication and issue resolution.

Operational Compliance

• Monitor team performance and behaviours to ensure alignment with company policies, regulatory standards, and codes of conduct.

CRM Oversight

• Lead the implementation and maintenance of CRM systems within your scope of responsibility.
• Identify improvement opportunities that enhance customer relationship management capabilities.

Ideal Candidate

• Proven ability to develop and implement customer-centric service solutions with strong communication and problem-solving skills.
• Expertise in CRM systems, including both system functionality and strategic usage.
• Demonstrated leadership skills, capable of inspiring and driving meaningful change across teams.
• Understanding of manufacturing processes and performance drivers, with the ability to identify related challenges and opportunities.
• A proactive and analytical mindset with the ability to assess risks and identify improvement areas for follow-up.
• Background in Customer Service, Sales, or Logistics, with experience in a managerial capacity.

This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency.