Senior Customer Service Manager

CV-Library • Portsmouth, Hampshire • 7h ago

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.