Customer Service Office Manager

Are you ready to take on an exciting and dynamic role where you’ll play a crucial part in shaping customer experiences and driving business success?

As our Customer Service Office Manager, you'll lead and inspire our internal proposals and order processing teams to deliver exceptional support to our customers, guiding them seamlessly from the quotation phase through to order processing. You’ll act as the vital link between our customers and the business, ensuring smooth communication and efficient processes at every stage.

Position Summary
Initially reporting to the Head of Operations, the Customer Service Office Manager holds overall responsibility for the proposals and order processing team, while also receiving direct reports from the respective team leaders.
Your role will involve overseeing the entry of orders, enquiries and quotes into our ERP system while collaborating closely with customers, sales teams, engineering, manufacturing, and suppliers. Your top priority will always be to manage customer needs and facilitate their requirements across the business with precision and dedication.
In this position, you'll take charge of communicating updates to all stakeholders in a proactive, timely, and professional manner. As a key commercial leader, you’ll not only contribute to driving change within the company but also spearhead important process improvements, all while being an integral part of our team’s growth and success.

Main duties and responsibilities

1. Ensuring the Customer Service Team provide a high standard of both internal and external customer service
2. Ensuring office KPI’s are met and maintained
3. Be proactive in managing staff sickness and absence
4. Carry out annual appraisals and quarterly objective reviews with responsibility for the training and personal development of direct reports
5. Carry out monthly NCR reviews to ensure team and individual error rates are in line with KPI
6. Prepare and distribute monthly reports
7. Working closely with ASM’s to ensure established process are followed
8. Ownership of all customer complaints, investigation of non-conformances and credit notes
9. Be the point of contact for the CS team to escalate issues
10. Ensure team One Note is kept updated with customer information
11. Ensure invoice queries are dealt with and closed out within 4 weeks of being put into query
12. Ensure current processes are followed by the CS team to ensure first class customer service
13. Ensure all team rota’s are updated and maintained
14. Processing enquiries, quotes and orders onto the company's ERP system, checking of acknowledgements prior to sending to the customer
15. Ensuring the quotes provided are a reflection of the customer’s request, whilst offering the business commercial protection by controlling quote accuracy and discount levels.
16. Work closely with Operations team to ensure delayed deliveries are communicated to customers in a timely manner
17. Work closely with Operations team on expediting urgent orders
18. First point of contact for the customer for all enquiries relating to their order(s) and shipments
19. Bring forward ideas and initiatives to improve performance and productivity of the office

About You
We are looking for someone who brings strong commercial awareness and a keen eye for detail. If you're someone who thrives on accuracy and can quickly grasp technical information, you'll feel right at home here. You’ll have an appreciation for both commercial and contractual obligations, helping us maintain the highest standards in everything we do.
Your excellent communication skills, both written and verbal, will be essential, as will your friendly and professional telephone manner. Being well-organized is key, and we’re looking for someone who can balance multiple priorities while maintaining a positive, proactive attitude.
We value flexibility and adaptability, and you’ll need to stay calm and effective, even under pressure. If you’re a team player who enjoys collaborating and tackling challenges together, we’d love to have you on board.

Essential Experience & Qualifications

1. Experience of leading and managing a Customer Service / Sales support team with strong leadership and team management skills.
2. Customer service and commercial contracts experience.
3. Previous experience of dealing with engineering main contractors, architects, consultants, and local authorities - ideally within the Building Services sector.
4. Identifying customer needs, requirements, and specifications.
5. Experience of manufacturing or a similar environment.
6. Computer literacy.

Desirable Experience & Qualifications

1. A recognized Mechanical / Electrical Engineering, HVAC qualification, or equivalent knowledge.
2. Experience of ERP/MRP system
3. Understanding of the Building Envelope, HVAC, and Building Services industries & contracting.
4. Knowledge & experience of having product specified by engineering architects and consultants.
5. Proven record of team management and development.
6. Customer service training.
7. Product experience and training for Building Envelope, HVAC, and/or associated equipment.
8. Installation design, including distribution system sizing and flow calculations.
9. Business or leadership degree or similar.

We offer
At Swegon, we work to create the world's best indoor climate that makes people thrive and feel good inside. We have ambitious goals in our sustainability efforts, in offering the most energy-efficient products, promoting gender equality, and becoming carbon neutral, and we have clear transparency in our work. We offer exciting challenges in a global environment with competent colleagues and a culture characterized by our values; "Customer Empathy, Trust, and Commitment," which permeate everything we do and are the basis for the decisions we make and how we interact with each other. At Swegon, we have an open and flexible organizational culture with short decision-making processes, plenty of development opportunities, and we care about you being able to balance your work with your personal life. We place great emphasis on personal qualities, welcome applicants with different backgrounds, and strive for diversity and gender equality.

About Swegon Group
Swegon Group, owned by the Stockholm Stock Exchange-listed Investment AB Latour, is a market-leading provider of a healthy indoor climate, with solutions for ventilation, heating, cooling, and climate optimization, as well as connected services and technical expertise. Swegon has subsidiaries and distributors worldwide and 17 production units in Europe, North America, and India. The company has approximately 3000 employees and had a turnover of approximately SEK 6 billion in 2022.