Customer Service Manager

Customer Service Manager Industry: Industrial Manufacturing / Engineering Solutions Department:
Customer Services & Operations

Reports To:

Director of Operations & Supply Chain

Location:

IP33 (Office Based) Job Type: Full-time About the Company Join a global leader in engineered control, safety, and technical solutions, supporting critical industrial equipment across sectors like energy, marine, and transportation. With a strong commitment to engineering excellence and customer support, our client is poised for ambitious growth and aims to enhance their customer-first culture and team performance. The Opportunity We are looking for an experienced Customer Service Manager to strategically lead the Customer Services function across the EMEA region.

This role involves taking ownership of the end-to-end customer journey, leading a high-performing team, and ensuring an exceptional customer experience. Day-to-day of the role:
Team Leadership & Development:
Lead and develop a high-performing Customer Services team. Foster a positive team culture with clear accountability and ownership. Conduct regular coaching sessions, performance reviews, and development planning. Promote continuous improvement and customer-focused behaviors. Customer Experience Management:
Manage the complete customer lifecycle from quotation to after-sales support. Ensure professional, timely, and accurate communication throughout the customer interaction. Act as an internal advocate for customers, removing barriers to service excellence. Develop and maintain strong relationships with key customers and support the onboarding of new accounts. Operational Performance & Continuous Improvement:
Monitor and enhance customer service and operational KPIs. Utilize data analysis and continuous improvement methodologies to optimize processes. Leverage ERP and customer service systems to improve service delivery. Commercial &

Risk Management:

Review and manage customer contracts and terms for compliance and commercial suitability. Collaborate with Sales and Finance to manage payment terms and customer accounts. Ensure adherence to export compliance regulations. Stakeholder

Collaboration:

Build strong cross-functional relationships to support customer outcomes and business growth. Provide insights that aid strategic decision-making and enhance service delivery. What Success Looks Like: A motivated and accountable Customer Services team. High levels of customer satisfaction and retention. Effective cross-functional collaboration and communication. Enhanced operational efficiency and continuous improvement. Strong support for business growth and customer account management. Required Skills &

Qualifications:

Proven leadership in Customer Service, Customer Experience, or Account Management within a B2B manufacturing or engineering environment. Strong people management skills with a focus on coaching and development.

Experience with KPIs and process improvements. Excellent communication and stakeholder management skills. Commercial awareness with knowledge of customer contracts and business risks. Degree qualification or equivalent industry experience preferred.

How to Apply:

To apply for the Customer Service Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role Email Andrea Cureton -