Customer Service Manager

Our client, a leading global manufacturer supplying major retailers, home‑improvement chains, and specialist dealers, is seeking a Customer Service Manager to lead a high performing team responsible for delivering exceptional end‑to‑end support to their clients including retail partners, dealers, contractors, architects, interior designers and trade partners.

Key to the role is to ensure rapid resolution of technical and logistic issues and build long‑term strategic relationships that drive repeat business, customer retention, and organic growth in a competitive manufacturing/wholesale environment. This is a hands‑on leadership role that combines people management, process optimisation, and deep understanding of delivering exceptional customer service.

Additionally, the role includes managing the day to day operations of the showroom, including hosting visitors and organising meetings and training events.

• Lead, coach, and support a team of Customer Service Representatives, including recruitment, onboarding, performance reviews, training, and workload and succession planning to deliver accurate and timely assistance to retailer partners and consumers..
• Proactively monitor delivery tracking, and post-installation support and manage escalations to prevent retail partner dissatisfaction and protect long‑term relationships.
• Monitor and report on key performance indicators including response times, order accuracy, on‑time delivery, first‑contact resolution, retention rates, and complaint trends.
• Maintain expert‑level product knowledge of the company’s blinds, shutters and related products and accessories.
• Oversee structured onboarding of retail partners across the ordering portal, accounting platform and CRM.

You will be responsible for delivering an exceptional customer experience, driving sales performance, and ensuring the showroom operates smoothly and professionally. This role combines leadership, commercial awareness, and hands‑on customer engagement to showcase the company’s products and brand to the highest standard.

• Liaise with landlords and property managers regarding tenancy matters.
• Arrange maintenance, repairs, and service providers.
• Coordinate setup and management of office / showroom utilities and services.
• Co‑ordinate day to day operations and maintenance activities in the showroom to ensure it’s pristine condition at all times.
• Host visitors to the showroom and organise meetings, training events etc as required.
• Manage and review company expenses locally, ensuring accuracy and policy alignment.
• Participate in approval workflows with the finance team in Taiwan.
• Oversee retail partner credit approvals, monitor bad debt risk and support payment follow‑up activities.
• Contribute to trading term management and risk mitigation decisions.
• Coordinate payroll preparation and ensure variations are approved prior to …
• Coordinate factory tour participation including expressions of interest, confirmations, …

• Minimum 5 years’ customer service experience, with at least 3 years in a managerial/supervisory role.
• Demonstrated B2B experience, ideally within manufacturing, home improvement, window coverings, or a similar made‑to‑measure/custom product industry.
• Strong working knowledge of CRM systems.
• Proven track record of improving customer satisfaction scores and operational efficiency.
• Excellent leadership, communication, negotiation, and problem‑solving skills.
• Ability to remain calm and solution‑focused under pressure in a fast‑paced environment with seasonal peaks.