Customer Service Manager

Job Description:

Customer Service Manager

Location: Leicestershire
Salary: Up to £52k + bonus + benefits
Contract: Full-time, Permanent

Our client is a global leader in the design and manufacture of industrial components. They deliver exceptional quality and service to customers across diverse sectors, ensuring reliability, technical expertise, and long-term support.

We are now looking for a Customer Service Manager to lead the customer services, logistics/exports, and aftersales operations, ensuring customers receive a seamless and professional experience at every stage-from order placement through to delivery and ongoing support.

As Customer Service Manager, you will take ownership of the operational customer interface, overseeing a multi‑function team covering customer service, back‑office sales administration, logistics, and aftersales support.

This is a leadership position responsible for setting service standards, driving operational excellence, improving processes, and ensuring strong coordination between sales, operations, logistics, finance, and technical functions.

Key Responsibilities

Customer Service, Logistics & Aftersales

• Manage the entire customer journey from order receipt through post‑delivery support.
• Act as the main escalation point for customer enquiries, complaints, logistics issues, warranty claims, and returns.
• Ensure service cases are monitored, resolved promptly, and closed efficiently.

Sales Operations & Back-Office Administration

• Lead the sales order administration team, ensuring accuracy across: product configuration, pricing, commercial terms, and delivery schedules.
• Ensure timely and accurate customer communication and order acknowledgements.
• Maintain high levels of data integrity across ERP and CRM systems.

Cross-Functional Coordination

• Act as the key link between customers and internal teams.
• Work closely with operations and logistics
• Partner with finance on invoicing, credits, and dispute resolution.
• Coordinate with technical teams on aftersales and warranty matters.

Leadership & Team Development

• Lead, mentor, and develop a team across customer service, sales support, and logistics/export functions.
• Establish clear service standards, priorities, and escalation pathways.
• Support skills development and build a high‑performing, resilient team.

Process Improvement

• Continuously review and improve customer service and order processing workflows.
• Develop and monitor KPIs related to order accuracy, response time, delivery performance, and customer satisfaction.
• Identify trends and drive corrective actions to enhance overall service quality.

About You

You're a confident, proactive leader who thrives in a fast‑paced, customer‑focused environment. You enjoy improving processes, supporting your team, and taking ownership of the customer experience.

Essential Experience

• Experience in customer service, sales operations or aftersales management.
• Background in manufacturing, engineering, or technical product environments.
• Strong working knowledge of order processing, logistics, and customer support functions.
• Experience leading or mentoring customer service or sales admin teams.
• Proficiency in SAP or similar ERP/CRM systems.

Skills & Attributes

• Customer‑centric, solutions‑driven and commercially aware.
• Calm, structured, and decisive under pressure.
• Strong communicator with excellent organisational skills.
• High attention to detail and data accuracy.
• Proactive mindset and passion for continuous improvement.

Education & IT Skills

• Preferably a degree in Business Management or a related field.
• Excellent MS Office skills (Word, Excel, PowerPoint).
• Strong verbal and written English.