Full job description

Customer Service Manager

Redditch

We are recruiting for an experienced Customer Service Manager to join a global manufacturing business that designs and manufactures advanced engineering solutions for some of the world's leading OEMs across automotive, truck, construction, agriculture and industrial sectors. The business operates internationally with manufacturing facilities across Europe, Asia and North America and is renowned for delivering high-quality engineered products and exceptional customer service.

This is a fantastic opportunity for a customer-focused leader with experience within manufacturing, engineering, production, supply chain or logistics environments. You'll play a pivotal role in managing key customer relationships, leading a scheduling function and ensuring customers receive a first-class service from order receipt through to delivery.

The Role

Reporting into the senior leadership team, you will act as the key link between customers and internal departments including Sales, Planning, Production, Logistics and Finance.

Leading a small team, you will ensure customer requirements are accurately planned and delivered whilst maintaining strong relationships with key accounts and addressing any service-related issues.

Key Responsibilities

• Lead and develop the Customer Service and Scheduling team.
• Act as the primary point of contact for key customer accounts.
• Build and maintain strong relationships with customers, ensuring excellent service levels.
• Coordinate customer demand, forecasts and order schedules with internal planning and production teams.
• Manage customer enquiries, escalations and service-related issues through to resolution.
• Work closely with Planning, Production and Logistics teams to ensure on-time delivery.
• Monitor customer KPIs and service performance metrics.
• Support continuous improvement initiatives across customer operations.
• Manage EDI communications and customer order processing.
• Coordinate export requirements and associated documentation where applicable.
• Drive process improvements within ERP and customer management systems.
• Attend customer meetings and reviews as required.

We are keen to speak with candidates who have experience in customer operations within a manufacturing, engineering, supply chain or industrial environment.

Essential Experience

• Previous experience managing or supervising a customer service, customer operations or scheduling team.
• Experience within a manufacturing, engineering, logistics or supply chain environment.
• Strong customer relationship management skills.
• Experience working cross-functionally with production, planning and logistics teams.
• Excellent communication and stakeholder management skills.
• Strong problem-solving and organisational abilities.
• Proficiency with ERP systems and Microsoft Office.

Desirable Experience

• EDI experience.
• Export documentation knowledge.
• Demand planning or production scheduling exposure.
• Automotive, engineering or industrial manufacturing experience.

Whether you're currently working as a Customer Service Manager, Customer Operations Manager, Customer Fulfilment Manager, Customer Experience Manager or Customer Account Manager within a manufacturing or engineering environment, we'd love to hear from you.

• This role would particularly suit someone who enjoys building strong customer relationships while working closely with supply chain, planning and production teams to deliver exceptional results.