Our clients based close to Portsmouth have an exciting opportunity for Senior Customer Service Manager to join their growing team.
The Senior Customer Experience Manager is responsible for leading a team that ensures exceptional service delivery to customers through effective order management, proactive communication, and data-driven decision-making. This role combines customer relationship management with operational oversight—coordinating cross-functionally with Production, Planning, Purchasing, and Logistics to optimise performance, drive continuous improvement, and support strategic business growth.
Main Duties and Responsibilities:
* Lead, coach, and develop a high-performing Customer Experience and Customer Service team.
* Establish clear performance goals and KPIs aligned with customer satisfaction, operational efficiency, and company objectives.
* Foster a culture of accountability, collaboration, and continuous improvement.
* Conduct regular performance reviews and provide training or mentoring to enhance team capability.
* Ensure customer orders are processed accurately and in accordance with pricing, terms, and quality standards.
* Monitor account performance, proactively addressing potential service issues or delays.
* Build and maintain strong customer relationships, acting as an escalation point for key accounts or complex issues.
* Collaborate closely with Production Planning, Purchasing, and Logistics teams to ensure timely order fulfilment and inventory alignment with customer demand.
* Lead daily/weekly reviews of open orders, delivery schedules, and backlog reports.
* Oversee logistics and export compliance processes, ensuring adherence to incoterms and international trade regulations.
* Manage carrier performance reviews and drive logistics improvement initiatives.
* Guide the team in analysing customer demand patterns to support accurate sales forecasting and capacity planning.
* Review and present key performance metrics such as on-time delivery, quotation turnaround time, and first response times on customer complaints.
* Utilise data insights to identify process inefficiencies and implement corrective actions.
Skills & Competencies
* Proven leadership and people management skills, with the ability to motivate and develop a team.
* Experience wokring within an engineering or manufacturing environment
* Excellent communication and relationship-building skills across technical and commercial functions.
* Advanced proficiency in Microsoft Excel and data analysis tools.
* Strong process discipline and attention to detail, particularly in regulated industries.
* Analytical and strategic thinker capable of turning complex data into actionable insights.
Working hours: 8:00–16:30 Monday to Thursday, and 8:00–15:30 on Fridays