Growth-Focused Customer Service Manager — Path to Board

React Recruitment Ltd

Colchester

On-site

GBP 40,000 - 60,000

Full time

2 days ago

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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.