Customer Service Leader - Manufacturing (Process & Systems)

KHR - Recruitment Specialists; Colchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

KHR - Recruitment Specialists in Colchester is seeking an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.

This hands-on leadership role will shape the department, improve processes and systems, enhance the customer experience and drive commercial performance. You will own the team, introduce new ways of working and advocate for the voice of the customer across the business.

Qualifications

• Proven experience in a Customer Service or Customer Care management role with a track record of improving processes.
• Strong team leadership skills with experience coaching, developing and managing performance.
• Confident using CRM systems and order processing platforms, ideally Dynamics Business Central.
• Experience with workflow automation, KPI reporting and using data to drive improvements.
• Excellent communication, problem-solving and organisational skills; able to manage complex escalations.
• Experience with exports and shipping quotations; manufacturing/packaging sectors advantageous.
• German language skills would be beneficial.

Responsibilities

• Lead, coach and develop the Customer Service team, setting service standards, KPIs and targets.
• Drive improvements across processes, procedures and systems including CRM and workflow automation.
• Oversee enquiries, orders, technical queries and escalated complaints to maintain high service levels.
• Monitor feedback and performance data to identify opportunities for improvement.
• Collaborate with Sales, Production, Technical and Operations to improve communications.
• Coordinate order fulfilment, lead times, shipping and delivery updates.
• Identify upsell/cross-sell opportunities to support business growth.
• Lead system implementation projects and develop SOPs for efficiency.

Skills

Leadership

CRM systems

KPI reporting

Process improvement

Data analysis

German language

Tools

Business Central

CRM software

Helpdesk software

ERP systems

Job description

KHR - Recruitment Specialists in Colchester is seeking an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.

This hands-on leadership role will shape the department, improve processes and systems, enhance the customer experience and drive commercial performance. You will own the team, introduce new ways of working and advocate for the voice of the customer across the business.