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Customer Services Manager

3 months ago

Hook, Greater London, United Kingdom Cleeve Partnership Full time

We are working with an organisation who are a leading Electronics/Engineering firm specialising in the manufacture of printed circuit boards (PCBs) for high-profile clients in the defence and military aerospace sectors specifically advanced weapons technology

Please make an application promptly if you are a good match for this role due to high levels of interest.

Working directly under the Commercial Director, we are looking for a Customer Services Manager. An individual that will have all the normal responsibilities of that role, as below, but who is going to be part of a great change within the business.

The company is looking to become very much more accountable to it's customers, offering a level of service that is valued and appeciated and in turn, will help in driving the reputation and capability of the whole organisation. So we are looking for someone who can do that.

Yes to setting setting the strategy and driving the growth of the team, but you will also use your ability to influence, define and change behaviours, improving them and offering a sense of genuine purpose behind the role and the people in your team. You will set the highest standards for customer excellence, transforming the current customer experience across multiple areas by implementing new business activities. Communicating across internal and cross departmental divisions, external customers and suppliers, you will use your initiative to set and implement processes and procedures to drive for the highest standards of customer satisfaction.

Job Purpose:

To manage the Customer Account Management team, ensuring customer satisfaction via effective communication, while maintaining customer accounts through the full customer life cycle

· Management of the Customer Account team

· Developing growth within designated accounts.

· Ensuring that customer expectations are met and are in line with business objectives.

· Responsibility for maintaining the forecast of designated accounts and monitoring risks to output.

· Assisting external sales in setting sales forecasts and striving to meet financial targets.

· Participating in the identification of business improvement opportunities and their subsequent implementation.

· Supporting quoting, aged debt and inventory management.

· Conducting presentations and managing meetings where necessary

· Providing regular reports and presenting key account information to senior management.

· Point of contact for designated accounts to deliver customer service excellence.

· Liaising on a cross departmental basis to drive through output ensuring to expedite orders and deliveries.

Experience & Person specification:

· Extensive experience in a customer service environment, preferably within electronics manufacturing, or other industrial manufacturing business.

· Strong experience working to and achieving sales targets.

· Good knowledge of Microsoft Office to include Excel, Word, PowerPoint and Outlook.

· UK travel will be required and occasional international travel may be required.

· Epicor experience is desirable.

· Excellent communication and interpersonal skills, able to successfully liaise with employees across different levels of the Company internally and externally.

· Strong level of focus and self-motivation with a positive attitude.

· High level of customer focus.

· Project management skills.

  • Able to respond to changes in demand and meet tight deadlines