Customer Service Manager
Location: Leicestershire
Salary: Up to £52k + bonus + benefits
Contract: Full-time, Permanent
Our client is a global leader in the design and manufacture of industrial components. They deliver exceptional quality and service to customers across diverse sectors, ensuring reliability, technical expertise, and long-term support.
We are now looking for a Customer Service Manager to lead the customer services, logistics/exports, and aftersales operations, ensuring customers receive a seamless and professional experience at every stage-from order placement through to delivery and ongoing support.
As Customer Service Manager, you will take ownership of the operational customer interface, overseeing a multi‑function team covering customer service, back‑office sales administration, logistics, and aftersales support.
This is a leadership position responsible for setting service standards, driving operational excellence, improving processes, and ensuring strong coordination between sales, operations, logistics, finance, and technical functions.
Key Responsibilities
Customer Service, Logistics & Aftersales
Manage the entire customer journey from order receipt through post‑delivery support.
Act as the main escalation point for customer enquiries, complaints, logistics issues, warranty claims, and returns.
Ensure service cases are monitored, resolved promptly, and closed efficiently.Sales Operations & Back-Office Administration
Lead the sales order administration team, ensuring accuracy across: product configuration, pricing, commercial terms, and delivery schedules.
Ensure timely and accurate customer communication and order acknowledgements.
Maintain high levels of data integrity across ERP and CRM systems.Cross-Functional Coordination
Act as the key link between customers and internal teams.
Work closely with operations and logistics
Partner with finance on invoicing, credits, and dispute resolution.
Coordinate with technical teams on aftersales and warranty matters.Leadership & Team Development
Lead, mentor, and develop a team across customer service, sales support, and logistics/export functions.
Establish clear service standards, priorities, and escalation pathways.
Support skills development and build a high‑performing, resilient team.Process Improvement
Continuously review and improve customer service and order processing workflows.
Develop and monitor KPIs related to order accuracy, response time, delivery performance, and customer satisfaction.
Identify trends and drive corrective actions to enhance overall service quality.About You
You're a confident, proactive leader who thrives in a fast‑paced, customer‑focused environment. You enjoy improving processes, supporting your team, and taking ownership of the customer experience.
Essential Experience
Experience in customer service, sales operations or aftersales management.
Background in manufacturing, engineering, or technical product environments.
Strong working knowledge of order processing, logistics, and customer support functions.
Experience leading or mentoring customer service or sales admin teams.
Proficiency in SAP or similar ERP/CRM systems.Skills & Attributes
Customer‑centric, solutions‑driven and commercially aware.
Calm, structured, and decisive under pressure.
Strong communicator with excellent organisational skills.
High attention to detail and data accuracy.
Proactive mindset and passion for continuous improvement.Education & IT Skills
Preferably a degree in Business Management or a related field.
Excellent MS Office skills (Word, Excel, PowerPoint).
Strong verbal and written English