Customer Service Manager

“Innovative solutions for sustainable and affordable beverages, food and essentials” – we have a clear vision  this purpose, we supply state-of-the-art technology to our customers worldwide.

With its headquarters in Westhoughton, Bolton, Krones UK is the hub for Krones activities in the United Kingdom and the Republic of Ireland. Our team of about 160 employees offers our customers a wide range of solutions spanning from sales and project management through to a variety of services.

Interested? Then join our team because: we can achieve more together!

Let's create impact beyond tomorrow

As the Customer Service Manager, you are responsible for:

• Managing a defined portfolio of customers, meeting their needs by promotion of Krones products and services.
• Ensuring proactive contact to your customers by being present at site to meet customers face to face, regularly and in line with plan.
• Resolving customer technical issues and complaints, engaging the necessary internal and external stakeholders as required.
• Collating and analysing customer complaints and feedback to continually measure and improve customer satisfaction.
• Responding proactively to customer requests.
• Documenting customer interaction via the Krones CRM platform, including new enquires.
• Leading, managing and developing a team of service engineers, to ensure the team are fully engaged and prepared to deliver excellent customer service and technical expertise.
• Undertaking annual appraisals, identifying and addressing any developmental and training needs with all team members.
• Communicating business updates and strategy to the team.
• Providing out of hours technical support to customers and Krones staff as part of the on-call rota.
• A strong people manager confident to challenge and correct behaviours as required but with the capability to motivate and engage and align teams to the business strategy.
• A customer focused individual, with proven experience in customer facing roles, and a technical understanding of the Krones portfolio.
• Solution focused problem solving with the tenacity to see issues through to a successful resolution.
• Ability to build and maintain relationships with customers.
• Communication capability in written, verbal, face to face and good listening skills to ensure clarity of message.
• Maturity in approach to dealing with customers and team members (role models company standards).
• Self-motivated to work remotely and achieve objectives.
• A strategic mindset.
• Ability to work cross functionally with other departments within the company.
• HNC/HND in Mechanical/Electrical Engineering or equivalent.
• Leadership and management experience an advantage.
• Good level of computer literacy, having used MS office, but also with the ability to learn new systems quickly. SAP ERP / Scheduling/planning systems an advantage.