Customer Service Manager

Job Description:

Due to expansion, a global manufacturer has a new vacancy for a Customer Service Manager to join its European head office and central manufacturing plant. The successful candidate will lead and manage the team while taking a hands-on approach to resolve customer issues, candidates are sought with experience in a B2B customer service leadership position.

The Role

Lead and manage the day-to-day activities of the Customer Services team to achieve business objectives.

Coach, mentor and develop team members, ensuring effective succession planning.

Drive continuous improvement initiatives across the department and wider business.

Work cross-functionally with Sales, Commercial, and Delivery teams to improve performance and service delivery.

Support customer, business and order book reviews.

Communicate directly with customers to ensure high levels of satisfaction.

Undertake occasional travel to customer sites and trade shows where required.

Ensure accurate and timely completion of all departmental reporting.

Maintain and update departmental procedures in line with corrective actions and business improvements.

The Person

Proven experience in a B2B Customer Service leadership role.

Experience within a complex, product-based manufacturing environment.

Strong leadership capability with the ability to coach, mentor and influence.

Excellent relationship-building skills and a professional approach.

Strong commercial awareness and understanding of manufacturing processes.

A positive, proactive, “can-do” attitude.

Working knowledge of ERP systems preferable.