Customer Service Manager

Job Title: Customer Service Manager

Fully office-based working

Location: Colchester, Essex (free parking)

Salary: Competitive – confirmed on first phone call

Benefits: 25 days leave + 8 BH

Paid day for your birthday

Share scheme paid quarterly

Hours: Monday to Friday

7.30am to 4.30pm – 40 hours per week

No remote or hybrid working

Reports to: Sales Director

Desirable: German speaker

Our client is seeking an ambitious Customer Service Manager looking for a role with a genuine path to the Board

In this pivotal Customer Service Manager position, you will lead and mentor the customer service team while building modern departmental processes. You will oversee day-to-day operations, lead CRM/ticketing system implementations, and collaborate cross-functionally to support sales through upselling and cross-selling initiatives.

Customer Service Manager requirements

Essential:

* Proven leadership experience in a Customer Service Manager role.

* A track record of successfully rolling out new software, systems, and procedures.

* Advanced proficiency in customer support tools (e.g., Microsoft Dynamics / Business Central) and workflow automation.

* Experience handling exports and shipping quotes.

* Outstanding problem-solving skills with a calm, professional approach to escalations.

Desirable:

* Background within manufacturing or packaging or similar.

* Experience supporting B2B customers, distributors, or public sector organizations.

* Knowledge of ISO standards or quality compliance.

* German language skills are a distinct advantage.

* Commercial Growth: Proactively manage the "In the Pot" (ITP) process and maximize cross selling/upselling opportunities