Customer Service Manager - 1462

React Recruitment Ltd; Colchester; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Birthday paid day

25 days leave

Bank holidays

Job summary

React Recruitment Ltd. in Colchester seeks an ambitious Customer Service Manager to lead and mentor the service team and implement modern processes. You will oversee day-to-day operations, drive CRM/ticketing implementations, and collaborate with sales to upsell and cross-sell.

The role requires proven leadership in CSM, experience with ERP/customer support tools, and a background in manufacturing or packaging. German language skills are a plus and ITP process ownership is expected.

Qualifications

• Proven leadership experience in a Customer Service Manager role.
• Track record of rolling out new software, systems, and procedures.
• Advanced proficiency in customer support tools (e.g., Microsoft Dynamics) and workflow automation.
• Experience handling exports and shipping quotes.
• Outstanding problem-solving skills with a calm, professional approach to escalations.
• Background within manufacturing or packaging or similar.
• Experience supporting B2B customers, distributors, or public sector organizations.
• Knowledge of ISO standards or quality compliance.
• German language skills are a distinct advantage.

Responsibilities

• Lead and mentor the customer service team while building modern departmental processes.
• Oversee day-to-day operations and ensure smooth service delivery.
• Lead CRM/ticketing system implementations to improve efficiency.
• Collaborate cross-functionally to support sales through upselling and cross-selling initiatives.
• Proactively manage the "In the Pot" (ITP) process and maximise cross-selling opportunities.

Skills

Leadership

CRM systems

Process improvement

Exports & shipping

Customer support

Problem solving

ISO standards

German language

Cross-functional

B2B experience

Tools

Microsoft Dynamics

Business Central

Job description

Location: Colchester, Essex (free parking)

Salary: Competitive – confirmed on first phone call

Benefits: 25 days leave + 8 BH

Paid day for your birthday

Hours: Monday to Friday

7.30am to 4.30pm – 40 hours per week

No remote or hybrid working

Reports to: Sales Director

Our client is seeking an ambitious Customer Service Manager looking for a role with a genuine path to the Board

In this pivotal Customer Service Manager position, you will lead and mentor the customer service team while building modern departmental processes. You will oversee day-to-day operations, lead CRM/ticketing system implementations, and collaborate cross-functionally to support sales through upselling and cross-selling initiatives.

• Proven leadership experience in a Customer Service Manager role.
• A track record of successfully rolling out new software, systems, and procedures.
• Advanced proficiency in customer support tools (e.g., Microsoft Dynamics / Business Central) and workflow automation.
• Experience handling exports and shipping quotes.
• Outstanding problem-solving skills with a calm, professional approach to escalations.
• Background within manufacturing or packaging or similar.
• Experience supporting B2B customers, distributors, or public sector organizations.
• Knowledge of ISO standards or quality compliance.
• German language skills are a distinct advantage.
• Commercial Growth: Proactively manage the "In the Pot" (ITP) process and maximize cross selling/upselling opportunities