EMEA Customer Service Lead – Growth & Excellence

Flint Hills Resources; Edenbridge; On-site; GBP 65,000 - 85,000; Full time

Job summary

Molex, a Koch company, is seeking a Customer Services Manager in the UK to lead the Customer Service and Internal Sales team. You will coach Account Managers, drive customer satisfaction, and ensure timely order fulfilment through cross-functional collaboration.

This role focuses on data-driven decision making, escalation management, and improving performance with Planning, Quality, and Engineering. A strong leadership track record is essential.

Qualifications

• B2B customer service experience in manufacturing/electronics.
• Strong verbal and written communication across all levels.
• Experience working in a matrix organisation.
• Advanced Excel and ERP/CRM familiarity.
• Demonstrated leadership capability.

Responsibilities

• Lead, mentor, and develop Customer Service Account Managers.
• Conduct contract reviews and coordinate with Contracts and Export Compliance.
• Manage customer complaints using quality processes.
• Serve as primary escalation point for service issues.
• Own monitoring of past-due orders and communicate changes.
• Analyse customer scorecards and drive improvement actions.
• Attend project and management meetings with internal teams.
• Collaborate with Planning and Site Leadership on production schedules.
• Carry out regular one-to-one meetings for staff development.
• Support Sales with customer visits and key relationships.

Skills

Leadership

Customer service

Communication

ERP/CRM systems

Advanced Excel

Matrix organisation experience

Education

Bachelor's degree in Business or Engineering

Tools

ERP systems

CRM systems

Excel

Pivot tables

Job description

Molex, a Koch company, is seeking a Customer Services Manager in the UK to lead the Customer Service and Internal Sales team. You will coach Account Managers, drive customer satisfaction, and ensure timely order fulfilment through cross-functional collaboration.

This role focuses on data-driven decision making, escalation management, and improving performance with Planning, Quality, and Engineering. A strong leadership track record is essential.