Location: Paddock Wood, Kent
Salary: £40,000–£55,000, negotiable depending on experience
Hours: 7:00am–4:30pm
Full-Time | Permanent
The Company
An exciting opportunity has become available to join a successful and established Kent-based manufacturing business.
The company has built an excellent reputation for quality, reliability and customer service. It offers a friendly, close-knit working environment with long-serving employees and a genuine commitment to looking after both its customers and its people.
This is an excellent opportunity to join a growing organisation where you can improve processes, develop a team and make a visible impact on the overall customer experience.
The Opportunity
As Customer Excellence Manager, you will take ownership of the customer journey from the initial enquiry through to the preparation, issue and handover of a quotation.
You won’t necessarily be expected to produce all the technical estimates yourself. Instead, you will manage the customer-facing and workflow side of the estimating department, ensuring enquiries are allocated correctly, quotations are completed accurately and customers are kept fully informed.
Previous experience within an estimating or quotation-based environment would be highly desirable, as it will help you understand the information, processes and deadlines involved in producing accurate quotations.
This position would suit an experienced Customer Service Manager, Internal Sales Manager, Estimating Manager or Sales Support Manager who enjoys leading people, improving processes and delivering an exceptional customer experience.
What You’ll Be Doing
Leading the customer experience throughout the enquiry and quotation process
Managing incoming estimating enquiries and ensuring they are logged, prioritised and allocated
Monitoring quotation deadlines, team workloads, delays and outstanding actions
Ensuring customers receive accurate and professional quotations within agreed timescales
Keeping customers updated and providing clear communication throughout the process
Working closely with Sales, Estimating, Engineering, Production, Purchasing and Commercial teams
Identifying potential delays and taking action before they affect the customer
Acting as the main escalation point for urgent enquiries, quotation delays and service concerns
Checking that quotations are clear, accurate and right first time before being issued
Managing and developing the customer excellence and estimating support team
Allocating daily workloads and creating clear accountability across the department
Conducting regular one-to-ones, performance reviews, coaching and training
Improving systems and processes to make the enquiry-to-quotation journey quicker and easier
Using customer feedback and performance data to identify areas for improvement
Reporting on response times, quotation turnaround, customer satisfaction and team performance
What We’re Looking For
We are looking for a confident and highly organised manager with previous experience in customer service, internal sales, sales support, estimating coordination or a similar customer-facing management position.
Experience within estimating would be a major advantage, particularly within manufacturing, engineering, construction or another technical environment.
The successful person will ideally have:
* Previous experience managing a customer service, internal sales, estimating or sales support team
* A good understanding of estimating and quotation processes
* Strong people-management skills, including coaching, delegation and performance management
* Excellent written and verbal communication skills
* The confidence to manage customer expectations and resolve problems professionally
* Strong organisation, prioritisation and workload-planning abilities
* Experience working to service levels, deadlines and performance targets
* A proactive approach to improving systems and simplifying processes
* High attention to detail and a right-first-time mentality
* Good commercial awareness and an understanding of how service affects sales and customer retention
* Experience using CRM, ERP or MRP systems
* Competence with Microsoft Excel and general business systems
The Package
* Salary of £40,000–£55,000, negotiable depending on experience
* Working hours of 7:00am–4:30pm
* 28 days’ annual leave including bank holidays
* Additional Christmas closure outside the standard holiday allowance
* Full-time, permanent position
* Minimal travel required
* Friendly and supportive working environment
* Opportunity to shape processes, develop a team and make a genuine difference
If you are an experienced customer service or internal sales leader with knowledge of estimating who enjoys improving processes, developing people and delivering an outstanding customer experience, we would love to hear from you
Salary description
£50000.00 - £55000.00 per year