Sales Office & Customer Service Manager
Salary: £32,000 + Commission
Location: [Manchester]
Full-Time | Permanent
Are you an experienced leader with a passion for delivering outstanding customer experiences? Do you thrive in a fast-paced environment where innovation, collaboration, and service excellence come together? If so, we'd love to hear from you.
We are seeking a Sales Office & Customer Service Manager to join our dynamic team specialising in lighting solutions. In this pivotal role, you will lead a high-performing customer service team, drive operational efficiency, and play an integral part in supporting sales growth.
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About the Role
As the Sales Office & Customer Service Manager, you will:
* Lead and mentor a team of Customer Service Representatives, ensuring smooth daily operations and exceptional service delivery.
* Handle escalations, resolve complex customer queries, and foster strong client relationships.
* Identify opportunities to improve processes and implement new ways of working to enhance team performance.
* Collaborate closely with the sales team to support upselling and cross selling opportunities.
* Manage the distribution and updating of price lists internally and externally.
* Oversee end-of-line and pack quantity promotions.
* Provide operational coverage for team members as needed.
* Produce reports for Directors, Heads of Sales, Representatives, and customers.
* Liaise with carriers to ensure accurate and timely deliveries.
* Work with internal teams (Merchandise, Graphics, Marketing, IT) to support key business initiatives.
* Maintain CRM files for mail shots, email promotions, and communications.
* Monitor project display targets and manage sample tracking.
* Maintain accurate project distribution lists.
* Monitor back orders and sales orders to support inventory control.
* Prepare data sheets for catalogues and generate turnover reports for online accounts.
* Support credit control processes including order release and back order management.
* Release orders for early warehouse operations, including occasional out of hours approvals.
* Maintain daily stock feed reports and catalogue error sheets.
* Use exception reports to protect margin and stay informed of IT/web service updates.
* Manage website maintenance and address related queries.
* Assist with quotations and presentations for bulk/FOB sales.
* Support relationships with major Representatives and key house accounts.
* Work closely with the Head of Sales to support large customer accounts and their daily requirements.
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Key Skills & Experience
* Advanced IT skills, including CRM systems and website management tools.
* Expert-level Excel skills, including complex formulas, pivot tables, data analysis, and macros.
* Proven experience in training, developing, and mentoring team members.
* Strong leadership and communication abilities.
* Excellent analytical and problem-solving skills.
* Demonstrated excellence in customer service management.
* Ability to stay calm, organised, and professional under pressure.
* Strong project management background with the ability to handle multiple priorities.
* Exceptional organisational skills with meticulous attention to detail.
* Diplomatic, confident communicator with a customer-first mindset.
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What We Offer
* £32,000 base salary
* Commission structure (details shared at interview)
* Opportunity to lead a highly engaged team in a growing business
* A collaborative environment where your ideas and innovations are valued
* Development opportunities within a forward-thinking organisation
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If you're an organised, proactive leader with a passion for customer service and operational excellence, we'd love to welcome you to our team.
Apply today and help us shape outstanding customer experiences in the lighting industry.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age