Customer Services Account Manager

Customer Services Account Manager
Location: Edenbridge, Kent
Job Type: Full-time Permanent
Salary: up to 35,000

About the Role
An established, internationally recognised manufacturer serving highly regulated industries is seeking an experienced Customer Services Account Manager to join its Customer Service & Internal Sales team.
This is an excellent opportunity for someone with a strong background in B2B customer service within a manufacturing environment who enjoys building customer relationships, managing key accounts, and working collaboratively across multiple departments to deliver exceptional service.
Reporting to the Customer Services Manager, you will take ownership of selected customer accounts while supporting the wider customer service team in delivering an outstanding customer experience.

Key Responsibilities

• Manage a portfolio of customer accounts, acting as the primary point of contact.
• Respond to customer enquiries and prepare quotations for both standard and bespoke products.
• Process customer purchase orders accurately through the ERP system and issue order acknowledgements.
• Coordinate with Sales, Engineering, Planning and Supply Chain teams to ensure customer requirements are met.
• Monitor production and delivery schedules, communicating updates proactively to customers.
• Raise purchase orders with approved suppliers and manage delivery performance.
• Support contract reviews by gathering and assessing customer requirements.
• Handle customer feedback, complaints and product returns, ensuring timely resolution.
• Act as an escalation point for Customer Service Representatives where required.
• Assist with KPI reporting and contribute to continuous improvement activities.
• Deputise for the Customer Services Manager when necessary.

About You
We're looking for someone who can confidently balance customer expectations with operational priorities while maintaining excellent attention to detail.
You'll ideally have:

• Previous B2B customer service or account management experience within a manufacturing or engineering environment.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple priorities.
• Experience using ERP and/or CRM systems.
• Advanced Microsoft Excel skills, including filters, formulas and pivot tables.
• Confidence working with technical products, drawings or specifications.
• A proactive, collaborative approach and excellent problem-solving abilities.

Desirable

• Previous team leader or supervisory experience.
• Experience preparing KPIs and performance reports.
• Familiarity with ISO
  9001 or AS9100 quality standards.
• Experience using Power BI dashboards.

What You'll Receive

• Opportunity to work for a successful international manufacturing business.
• Varied role with genuine responsibility and ownership of customer accounts.
• Collaborative and supportive team environment.
• Training and development opportunities.
• Competitive salary and employee benefits package.

Apply Today
If you're an organised, customer-focused professional looking to develop your career within a technically advanced manufacturing business, we'd love to hear from you!