Customer Service Manager

Hernshead Recruitment Ltd; Harlow; On-site; GBP 40,000 - 60,000; Full time

Job summary

Hernshead Recruitment Ltd is seeking an experienced Customer Service Manager for a leading manufacturing business. You will own the customer service function, lead a talented team and drive improvements across the customer journey in a fast-paced engineering environment.

You will manage orders from placement to delivery, enhance internal processes, support key customer relationships, and collaborate with Sales, Production and Operations to consistently meet customer expectations.

Qualifications

• Proven experience leading a customer service team in manufacturing/engineering.
• Strong communication and problem-solving skills with a proactive approach.
• Experience using ERP systems to manage orders and processes.

Responsibilities

• Lead and develop a customer service team to deliver exceptional service levels.
• Manage customer orders, enquiries, complaints, and corrective actions.
• Improve processes to enhance efficiency and customer satisfaction.
• Collaborate with Sales, Production and Operations to meet customer expectations.
• Monitor performance, identify improvements and mentor the team.
• Maintain relationships with key customers and stakeholders using data analysis.

Skills

Leadership

Customer service

ERP systems

Team management

Stakeholder management

Tools

ERP systems

Customer order processes

Job description

Are you an experienced Customer Service Manager with a background in manufacturing or engineering? We are working with a leading manufacturing business who are looking for a Customer Service Manager to take ownership of their customer service function, lead a talented team, and drive improvements across their customer journey. This is an exciting opportunity for someone who enjoys combining people leadership, customer relationships, and operational improvement within a fast-paced engineering environment.

The Role

As Customer Service Manager, you will be responsible for ensuring customers receive the highest level of service from order placement through to delivery. You will manage a customer service team, improve internal processes, support key customer relationships, and work closely with Sales, Production, and Operations teams to ensure customer expectations are consistently achieved.

Key Responsibilities

• Lead and develop a customer service team to deliver exceptional service levels
• Manage customer orders, enquiries, complaints, and corrective actions
• Improve processes to enhance efficiency and customer satisfaction
• Work closely with internal departments to ensure smooth order fulfilment
• Monitor performance, identify improvements, and support team development
• Maintain strong relationships with key customers and stakeholders
• Utilise ERP systems and data analysis to drive improvements

Experience Required

• Previous experience as a Customer Service Manager or similar leadership role
• Experience within a manufacturing, engineering, or industrial environment
• Proven experience managing and developing a team
• Strong knowledge of ERP systems and customer order processes
• Excellent communication, organisation, and problem-solving skills
• A proactive approach with a passion for delivering outstanding customer service

Interested? Apply below