Senior EMEA Customer Service Leader

Molex; Edenbridge; On-site; GBP 55,000 - 75,000; Full time

Job summary

Molex is seeking a Customer Services Manager to lead the Customer Service and Internal Sales team, fostering a culture of customer satisfaction, operational excellence and continuous improvement. You will coach Account Managers, review contracts, resolve issues, and coordinate with Sales, Planning, Quality, Operations and Engineering to deliver value across the EMEA region.

You will be the escalation point for service issues, drive data‑driven decisions, monitor KPIs, and report monthly

Qualifications

• A-Level qualification or equivalent.
• B2B customer service experience within manufacturing/electronics preferred.
• Strong verbal and written communication at all organisational levels.
• Ability to work effectively in a matrix organisation.
• Proficient in Microsoft Office with advanced Excel (formulas, filters, pivot tables).
• Experience using ERP and/or CRM systems.
• Ability to prioritise workload and adapt to changing priorities.
• Ability to understand technical terminology and interpret technical drawings.
• Demonstrated leadership capability and collaborative style.

Responsibilities

• Lead and develop Customer Service Account Managers, embedding Principle-Based Management.
• Conduct contract reviews and coordinate with Contracts, Export Compliance, and other departments.
• Manage customer complaints using established quality processes.
• Act as primary escalation point for service issues and cross-functional resolutions.
• Monitor past-due orders and communicate delivery changes and recovery plans.
• Analyze customer scorecards and communicate improvement recommendations to management.
• Attend project meetings to align customer requirements and relay updates to the team.
• Participate in management meetings, sharing customer and operational insights.
• Own service KPIs, implement corrective actions and prepare monthly leadership/quality reports.
• Collaborate with Planning and Site Leadership to align production with customer needs.
• Conduct regular one-to-one meetings and development discussions for team members.
• Ensure training stays current and supports individual development.
• Partner with Sales to build customer relationships and participate in visits/audits.
• Support additional business initiatives as needed.

Skills

Leadership

Customer service

Excel

ERP/CRM

Communication

Education

A-Level or equivalent

Bachelor's degree in Business/Engineering

Tools

ERP systems

CRM systems

Job description

Molex is seeking a Customer Services Manager to lead the Customer Service and Internal Sales team, fostering a culture of customer satisfaction, operational excellence and continuous improvement. You will coach Account Managers, review contracts, resolve issues, and coordinate with Sales, Planning, Quality, Operations and Engineering to deliver value across the EMEA region.

You will be the escalation point for service issues, drive data‑driven decisions, monitor KPIs, and report monthly