Customer Service Manager

2i Recruit Ltd; Godalming; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

20 days holiday + statutory holidays

Birthday day off

3 extra days at Christmas

Professional development

Job summary

2i Recruit Ltd seeks a dynamic Customer Service Manager to lead, motivate and develop their internal sales and customer service function. You will manage a team, drive commercial performance, set clear KPIs and implement change to optimise processes.

The role demands hands-on people management, strong communication, and a track record of improving customer satisfaction in a B2B/technical environment. Excellent leadership is essential.

Qualifications

• Proven experience in a B2B and/or technical/engineering-led environment.
• Strong understanding of sales administration and order management processes.
• Excellent communication and leadership skills.

Responsibilities

• Lead, motivate and develop a team of Inside Sales Representatives and Sales Order Administrators.
• Set clear targets, KPIs and drive a high-performance culture.
• Oversee the sales order process from quotation through to fulfilment and delivery.
• Monitor performance and provide coaching and feedback.
• Represent the Inside Sales function in management and cross-functional meetings.
• Drive improvements to customer journey and sales processes.

Skills

Leadership

Coaching

Customer service

CRM/ERP systems

ERP (Microsoft Dynamics BC)

Communication skills

Analytical mindset

Tools

Microsoft Dynamics Business Central

Microsoft Office (Excel, Outlook, Word)

CRM software

Job description

Our client is seeking a dynamic, commercially driven Customer Service Manager to lead, motivate and develop their internal sales and customer service function.

This is an exciting opportunity for an experienced sales leader who thrives on targets, performance and change. You will be responsible for managing and motivating a team of Sales Representatives and Sales Order Administrators, driving commercial performance while ensuring customers receive an outstanding level of service.

The successful candidate will be a hands-on people manager, comfortable setting clear expectations, managing KPIs and creating a high-performance culture. You will also play a key role in change management, process improvement and developing the team for future growth.

This role would suit someone who enjoys getting the best out of people, is commercially minded and has the energy and resilience to implement new ways of working in a changing business environment.

Company Benefits:

• Annual holiday of 20 working days per annum plus statutory holidays.
• 1 extra day for your birthday and 3 extra days at Christmas, given at the company’s discretion.
• Ongoing professional development and career progression opportunities.
• Direct exposure to senior leadership and strategic decision-making.
• Chance to work within a technically focused and internationally recognised distribution business.

Key Responsibilities:

Leadership, Coaching & Performance

• Lead, motivate and develop a team of Inside Sales Representatives and Sales Order Administrators.
• Set clear individual and team targets, objectives and KPIs.
• Drive a strong target-focused, commercially aware sales culture.
• Monitor performance closely and provide regular coaching, feedback and support.
• Recognise and develop high performers, supporting career progression and succession planning.

Commercial Performance

• Drive telephone-based sales activity, customer engagement and lead conversion.
• Monitor and improve key sales metrics including call activity, response times, quote conversion, sales performance and customer retention.
• Challenge existing processes and identify opportunities to improve efficiency, productivity and customer experience.
• Introduce consistent standards and best practice across teams and locations.
• Communicate change clearly and positively, ensuring team members understand the reasons behind changes and their role in delivering them.
• Oversee the sales order process from quotation through to fulfilment and delivery.
• Ensure quotations and orders are processed accurately, efficiently and within agreed service levels.
• Manage workloads, priorities, order backlogs, scheduled orders and call-off processes.
• Handle escalated customer enquiries, pricing discussions and delivery issues.

Customer Service & Relationship Management

• Set and maintain high standards of customer service across the team.
• Support key customers with product information, pricing, quotations and order updates.
• Build strong, long-term customer relationships and identify opportunities to improve retention.

Reporting & Business Improvement

• Produce regular reports covering sales performance, KPIs, customer service and operational activity.
• Analyse team performance and use data to drive accountability and improvement.
• Represent the Inside Sales function at management and cross-functional meetings.
• Work with senior leadership to identify and implement improvements to the customer journey and sales process.
• Support wider business projects and initiatives as required.

Experience and Skills Requirements

• Proven experience in this area within a B2B and/or technical or engineering-led environment.
• Strong understanding of sales administration and order management processes, from quotation through to fulfilment.
• Excellent communication and leadership skills, with the confidence and judgement to make informed decisions.
• Highly organised and analytically minded, able to manage multiple priorities calmly and efficiently in a fast-paced environment.
• Good technical understanding of sales engineering principles, including product specifications and technical documentation.
• Proactive and quality-driven, with a clear commitment to customer service excellence.
• Hands-on experience – ERP systems ideally Microsoft Dynamics Business Central.
• Strong IT literacy, including proficiency in Microsoft Office (Excel, Outlook, Word) and experience working with CRM and/or ERP systems to support technical sales activity.

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.