Customer Service Manager

Customer Service Manager

Telford
Circa £30,000 - £40,000
Permanent

Monday – Thursday 8:30am-5:00pm, Friday 8.30am – 4.00pm.

The Opportunity

An established international organisation is looking to appoint a Customer Service Manager to oversee the customer service function within its Telford sales office. This is a varied, hands-on position combining responsibility for a small team with direct involvement in the day-to-day customer service operation. You'll be the main point of contact for more complex customer queries and escalations, while also managing quotations, orders, product enquiries and delivery information to ensure customers receive a consistently high level of service.

Alongside the operational responsibilities, you'll use Excel and internal systems to monitor order activity, review stock availability and produce reports for senior management, highlighting potential issues and helping the business plan effectively.

This role would suit someone who can balance leadership whilst being hands on with customers. We need a great manager when needed, but the majority of your focus is to be hands-on in the team, taking a flow of calls and assisting customers with their enquiries.

Key Responsibilities

Customer Service & Operations

* Oversee the day-to-day customer service operation, remaining actively involved in handling customer enquiries and processing quotations and orders.

* Respond to customer queries relating to products, pricing, stock availability, order progress and delivery timescales.

* Monitor outstanding orders, track deliveries and proactively follow up with internal departments to resolve delays or issues.

* Manage more complex customer queries, complaints and escalations, ensuring appropriate resolutions are reached.

* Work with customer portals and online systems to access information, update records and monitor customer requirements.

* Maintain accurate customer and order information, ensuring a high level of attention to detail throughout the process.

Team Leadership & Development

* Provide day-to-day leadership and support to a small customer service and administration team.

* Allocate workloads, monitor performance and ensure key responsibilities are covered effectively.

* Conduct regular one-to-one meetings and performance reviews, providing coaching, guidance and support where required.

* Support training and development, helping team members build their knowledge of products, systems and processes.

* Manage holiday requests and support recruitment activity when required.

* Act as the senior point of contact for the team, leading by example and encouraging a flexible, supportive approach.

Reporting & Business Support

* Use Excel to review order information, monitor activity and produce regular reports for senior management.

* Prepare order book summaries and reports covering outgoing orders, stock availability and potential supply issues.

* Highlight trends, discrepancies or operational concerns, ensuring relevant information is communicated to management.

* Work closely with Sales, Warehouse/Logistics, Finance and wider business colleagues to resolve queries and maintain an effective service.

* Provide wider administrative support where required, including coordination of product information and marketing materials.

Key Skills & Experience Required

* Previous experience in a customer service or customer operations role, ideally within a B2B environment.

* Experience with SAP or another ERP system would be advantageous, as would a background in industrial, technical or product-based businesses.

* Experience of supervising, leading or managing a small team, with the ability to support, motivate and develop others.

* Confident handling customer enquiries, order processing, quotations and…