Job Title: Customer Service Manager
Fully office-based working
Location: Colchester, Essex (free parking)
Salary: Competitive – confirmed on first phone call
Benefits: 25 days leave + 8 BH
Paid day for your birthday
Share scheme paid quarterly
Hours: Monday to Friday
7.30am to 4.30pm – 40 hours per week
No remote or hybrid working
Reports to: Sales Director
Desirable: German speaker
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.
Customer Service Manager requirements
Essential:
* 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.
Desirable:
* 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