Customer Service Manager

Customer Service Manager
Full Time, Permanent
Up to £60k DOE + Benefits + Bonus & Career Development
East Sussex

Excellent Company to work for & Career Prospects! Look no further!

Our client is a market leading company that specialises in mechanical manufacturing and has been at the forefront of their industry for over 100 years.

Working from their office in East Sussex, you will be responsible for all internal sales functions including applications engineering, quotation management, sales order processing systems, and after sales support globally. You will be accountable for coordinating and reporting on sales support activities outside the UK and Europe. This role is responsible for ensuring an effective interface between Customers, Distributors, and the Company, including defining and driving continuous improvement activities that create the environment, processes, and tools to consistently deliver an outstanding customer experience.

What's involved for the Customer Service Manager:

• You will be responsible for tracking sales and order data and maintenance of our CRM process, ensuring accurate quotations and sales materials are provided to Customers, Distributors, and external sales teams.
• Lead, motivate, and develop a high-performing customer support team (currently 3 members), ensuring coverage and seamless communication across all channels.
• Develop, implement, and regularly review customer-centric KPIs to measure team performance and customer satisfaction, identifying areas for improvement and implementing strategies to achieve excellence in service delivery.
• Lead a review of our client's service and repair process and capability, collaborating with product, sales, and engineering peers to redefine our offer from the customer's perspective.
• Design and deliver training programs focused on customer engagement, service excellence, and KPI achievement, equipping team members with the necessary skills and knowledge. Ensure that members of the team regularly share knowledge and best practice.
• Handle escalated customer issues with a proactive approach, ensuring timely and effective resolutions while maintaining strong relationships with clients.
• Work closely with product, sales, engineering, and marketing teams to ensure alignment and gather feedback for product improvements based on customer interactions and KPI performance.
• Establish working practices to deal with customer enquiries across the suite of product, service, and Channel partner offerings.
• Manage all aspects of direct reports' performance, including overseeing goal setting, conducting regular 1:1's, and completing performance reviews. Ensure accurate tracking and documenting in HRIS Workday.

What you'll need:

• A great track record in leading customer support teams in a technical product business.
• Demonstrated ability to lead change and leverage data and digital tools to drive improvements.
• Technical or engineering experience is desirable.
• Experience in mechanical manufacturing.
• Outstanding communication skills, both written and verbal.
• Ability to inspire, motivate, and develop your team members.
• Decisive, quick-thinking, calm, and patient, able to work under pressure.
• Empathic with a passion to help.
• Understanding of good customer service practices across all channels.
• A proactive enthusiasm to work cross-functionally with the customer service team.
• The ability to work in a structured, methodical way to ensure deadlines and standards are met.

Benefits for the Customer Service Manager include:

• Excellent Company Package
• 25 days Holiday + Bank Holidays
• Christmas Shutdown
• Employee Healthcare Scheme
• Annual Merit Plan
• Annual Bonus Scheme
• Flexitime
• Fresh Fruit
• Pension Contribution up to 8%

If this Customer Service Manager position is of interest, please feel free to apply or contact one of our representatives at 3Sixty Resourcing Ltd.

Applications from outside the UK will not be considered.