Customer Service Manager

HAITH GROUP; Doncaster; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 days holiday

Birthday off after probation

Regular social events

Employee Assistance Programme

Discounted gym memberships

Job summary

Haith Group in Doncaster, a leading UK manufacturer of vegetable handling machinery, seeks a Customer Service Manager. You will lead the Service Engineering Team and ensure timely after-sales service and parts delivery.

Reporting to Aftersales Manager, you will implement service plans, manage KPIs, budgets and warranty claims, and drive continuous improvement while engaging with customers and internal stakeholders.

Qualifications

• Time served Customer Service Manager from an Engineering background.
• Full UK Driving licence.
• Experience in Budget control, Cost analysis and KPI management.
• Strong communication at all levels and customer-facing skills.
• Experience with ERP systems and MS Office.

Responsibilities

• Lead Service Engineering Team and own service schedule.
• Oversee warranty claim management and KPI reporting.
• Develop service strategy and business model.
• Contribute to budget and P&L responsibility for Service.
• Drive continuous improvement and safety compliance (H&S / RAMS).
• Collaborate with Senior Management to meet company goals.

Skills

Leadership

Customer facing

Budget control

KPI management

Analytical abilities

Tools

ERP systems

Microsoft Office

Job description

Haith Group is a leading UK manufacturer of advanced machinery for the handling, washing, grading and packing of vegetables. With over 75 years of engineering expertise, we design and deliver innovative solutions that help customers across the agricultural and food processing industries improve efficiency, reduce waste and enhance product quality.

Trusted by growers, packers and processors worldwide, Haith is committed to engineering excellence, continuous innovation and exceptional customer service. As our business continues to grow, we are always looking for talented individuals to help shape the future of our industry.

Main Purpose of the Role:

Reporting directly to the Aftersales Manager, the Customer Service Manager is directly responsible for the Customer Service Coordinator. The main purpose of the Customer Service Manager is to ensure the timely and efficient delivery of after-sales service and parts sales to customers and internal stakeholders.

Responsibilities:

• Leadership of and direct responsibility for the Service Engineering Team.
• Implement and own Service schedule and delivery plan, including all aspects of H&S / RAMS.
• Implementation and project management of Service strategy.
• Market analysis of Service potential and routes to market.
• Develop Service business model, policies and procedures.
• Oversee training, certification compliance and maintain skills matrix of Engineering team.
• Responsible for Warranty claim management.
• Responsible for Service operational KPI consolidation and reporting.
• Profit and Loss and target setting responsibility for Service.
• Any other duties as and when required by Senior Management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals
• This list is not exhaustive and can be added to, to meet the needs of the business.

Requirements:

• Commercially astute with strong managerial qualities and have the ability to become a role model for the department.
• The ability to positively communicate at all levels within the business.
• Strong Customer facing skills, with the ability to create ‘win-win’ solutions.
• Strong commercial, numerical and analytical abilities.
• Pragmatic thinker and solutions orientated.
• The ability to drive continuous improvement whilst maintaining engagement.
• Ability to work in a fast-paced demanding environment.
• Ecommerce experience would be advantageous.
• Competent in Microsoft Office packages and ERP systems.

Person Specification:

• Time served Customer Service Manager from an Engineering background.
• Experience in Budget control, Cost analysis and KPI management.
• Full UK Driving licence.
• 25 days holiday allowance (in addition to bank holidays).
• Additional paid day off to celebrate your birthday (following successful completion of probation).
• Regular company social events, including a Summer BBQ, Christmas brunch, and team activities.
• Employee Assistance Programme providing confidential support and wellbeing advice.
• Discounted gym memberships to support health and wellbeing.