Customer Service Manager - Edenbridge

As Customer Services Manager, you will lead the Customer Service/Internal Sales team and be responsible for creating a culture focused on customer satisfaction, operational excellence, and continuous improvement. Reporting to the EMEA Sales Director, you will coach and develop Customer Service Account Managers while ensuring customer requirements are met through effective order management, issue resolution, and cross-functional collaboration.

You will serve as a key leader and escalation point for customer service activities, helping improve business performance through effective communication, data-driven decision making, and strong partnership with internal and external stakeholders.

You will join a collaborative Customer Service and Sales organisation supporting customers across the EMEA region. The team plays a critical role in delivering an exceptional customer experience, managing customer relationships, ensuring timely order fulfilment, and partnering with Sales, Planning, Quality, Operations, and Engineering teams to create long-term value for customers and the business. We embrace Principle Based Management™ and encourage employees to challenge the status quo, drive continuous improvement, and contribute to business success through their unique strengths and capabilities.

• Lead, mentor, and develop Customer Service Account Managers, ensuring the adoption of Principle-Based Management in daily activities.
• Conduct contract reviews of customer orders and coordinate with Contracts, Export Compliance, and other relevant departments as required.
• Manage customer complaints professionally and efficiently using established quality processes and systems.
• Act as the primary escalation point for service issues and customer concerns, working cross-functionally to achieve effective resolutions.
• Own the monitoring and maintenance of past-due orders, proactively communicating delivery changes and recovery plans to customers and leadership.
• Analyse customer scorecards and feedback, identify trends, and communicate recommendations for improvement to the management team.
• Attend project meetings to maintain awareness of customer requirements and ensure timely communication to the Customer Service team.
• Participate in management meetings and contribute customer and operational insights.
• Own service-related KPIs, implement corrective actions and improvement initiatives, and prepare monthly reporting for leadership and quality reviews.
• Collaborate closely with Planning and Site Leadership to manage factory lead times and align production schedules with customer requirements.
• Conduct regular one-to-one meetings and performance discussions to support employee growth and development.
• Ensure team training remains current and supports individual development objectives.
• Partner with the Sales team to build and maintain strong customer relationships and participate in customer visits, audits, and events as needed.
• Support additional business initiatives and responsibilities as assigned.

• A-Level qualification or equivalent.
• B2B customer service experience, ideally within a manufacturing or electronics environment.
• Strong verbal and written communication skills with the ability to engage effectively at all organisational levels.
• Ability to work successfully within a matrix organisation.
• Strong Microsoft Office skills, including advanced Excel capabilities such as formulas, filters, and pivot tables.
• Experience using ERP and/or CRM systems.
• Ability to effectively prioritise workload and manage changing priorities.
• Ability to understand technical terminology, work with technical catalogues, and interpret simple technical drawings.
• Demonstrated leadership capability with a…