Job Title: Customer Service Manager
Location: Based near Rotherham
Salary: £35,000 - £45,000 (Dependent on Experience)
Permanent
Shift Pattern: Monday to Thursday: 8:30am – 5:00pm, Friday: 9:00am – 12:00pm (38 hours per week)
Team Size: 2-4 Customer Service Administrators / Representatives
About the Role:
Due to continued growth, we are seeking a Customer Service Manager (CSM) to join our dynamic team. In this role, you will be at the heart of ensuring seamless communication and collaboration between our customers, sales teams, and production. The CSM will manage responses to RFQs, lead time inquiries, process sales orders, manage order changes, and ensure compliance with special requirements, including export licenses. This role will also oversee projects as they progress through the production process.
As the CSM, you will act as the key liaison, ensuring that customer demands and expectations are met while supporting demand and capacity planning. Your leadership and organizational skills will help create engaged customers and facilitate organic growth.
Key Benefits:
* Salary: Up to £45,000 (Depending on Experience)
* Annual Bonus Scheme
* Holiday entitlement of 25 days per year, plus bank holidays
* Group pension scheme
* Life assurance scheme (4x annual salary)
* Employee assistance program (remote GP, nutrition and well-being app, physio, and counselling support)
The Role:
As a Customer Service Manager, your responsibilities will include:
* Driving continuous improvements to enhance customer experience and foster customer engagement.
* Acting as the first point of contact for customers and leading projects from quotation to delivery.
* Taking ownership of customer issues and ensuring timely resolution.
* Leading significant sales orders and collaborating with strategic customers.
* Organizing and chairing regular meetings to track project progress.
* Coordinating with the planning department to manage projects through production.
* Providing commercial support to customers, distributors, and agents for new applications and improvements.
* Establishing and monitoring KPIs such as response time, customer complaints, and on-time delivery (OTD).
* Supporting export and trade compliance to ensure appropriate licenses are obtained for controlled parts.
* Working closely with the finance department to maintain an effective pricing model.
* Supervising and managing a team of customer service staff.
Requirements:
* 5+ years of experience in customer service, project management, or commercial roles in a manufacturing environment.
* Strong knowledge of establishing pricing strategies.
* Experience in line management or supervision of staff.
* Knowledge of export procedures, export control, and logistics is a significant advantage.
Desired Skills & Experience:
Person Management / Supervision of work/others – not essential
Proven ability to improve customer relationships and drive organic growth.
Strong project management and organizational skills.
Excellent communication skills, both verbal and written.
Strong negotiation skills and the ability to influence internal and external stakeholders.
Experience with technical drawings, composite materials, or machining processes would be an advantage.
Ability to multi-task, prioritize tasks, and meet strict deadlines.
Why Join Us?
Rapid Growth: We are an expanding company, offering opportunities for career progression and professional development.
Impactful Work: This role allows you to directly influence customer satisfaction and business growth.
Supportive Culture: Join a collaborative and dynamic team environment where you will have full support in developing your career.
If you are a customer-focused professional with experience in managing projects and leading teams, we would love to hear from you!
How to Apply:
Please submit your CV via the APPLY NOW button.
We also offer referral fees for successful recommendations!
Note: Immediate interviews are available, so apply today