Client Engagement Manager

Client Engagement Manager / Customer Service Administrator

This role serves as a highly organized, proactive, and commercially aware Client Engagement Manager / Customer Service Administrator responsible for owning assigned customer accounts and supporting the full sales cycle. You will manage customer engagement, order processing, forecasting, reporting, issue resolution, and cross-functional coordination to ensure accurate execution and timely delivery. You will combine strong customer service skills with sound commercial judgment, clear communication, and a commitment to both customer satisfaction and business performance while thriving in a fast-paced, cross-functional environment.

• Raise and process sales orders accurately, confirm stock availability, and manage the complete order lifecycle through to dispatch.
• Maintain an accurate and current orderbook, providing clear visibility of open orders, delivery dates, changes, and upcoming customer demand.
• Coordinate closely with Operations, Procurement, and Warehouse teams to resolve stock, supply, and delivery issues in a timely manner.
• Communicate order status, delays, and required actions clearly and promptly to customers and internal stakeholders.
• Own and develop trusted relationships with assigned customer accounts through consistent, professional, and proactive communication.
• Understand each customer's requirements, priorities, demand patterns, service expectations, and account objectives to support their needs effectively.
• Anticipate customer needs, coordinate appropriate solutions, and resolve issues with minimal escalation wherever possible.
• Lead customer calls, account reviews, presentations, and on-site visits as required to support account health and growth.
• Process monthly consumption data and develop accurate customer forecasts to support planning and supply continuity.
• Prepare customer KPIs, presentations, sales forecasts, quotations, and performance reports within agreed timelines.
• Review parts and account performance to identify service risks, demand changes, and opportunities for growth or improvement.
• Maintain complete and timely CRM records, including customer information, communications, forecast data, trip reports, and presentation materials.
• Coordinate effectively across internal teams to deliver reliable customer outcomes while protecting business priorities.
• Make sound commercial and service decisions within assigned authority, seeking guidance appropriately when issues fall outside that authority.
• Identify trends, risks, recurring issues, and process improvements that can enhance efficiency, service quality, or overall account health.
• Support team priorities and additional assignments from sales leadership and business development stakeholders as needed.
• Communicate clearly, respectfully, and confidently with customers, colleagues, and management to foster strong working relationships.
• Demonstrate a strong sense of ownership and accountability for assigned accounts and the quality of work delivered.
• Collaborate with team members by sharing information, supporting collective goals, and contributing to a positive team culture.
• Manage your workload independently, prioritize effectively, and respond constructively to changing priorities in a fast-paced environment.

• 2+ years of experience in customer service, account management, sales coordination, or a closely related role.
• 2+ years of experience using Microsoft Excel, including VLOOKUP/XLOOKUP, pivot tables, and reporting.
• Hands-on experience working with ERP systems and CRM systems, particularly Microsoft-based tools.
• Experience in corporate customer service roles supporting internal or external stakeholders.
• Experience formulating reports and…