Customer Service Supervisor / Manager

The Just Recruitment Group Ltd is currently recruiting for a Customer Service Supervisor/Manager for a manufacturer based in Halstead, Essex.

Reporting to the Sales Director the successful applicant will lead the Customer Service and Technical Support teams, ensuring an exceptional customer experience whilst maximising sales opportunities and supporting business growth.

The role is responsible for managing customer enquiries, quotations, orders, technical support and complaints, whilst driving quotation conversion, improving team performance and delivering excellent service levels.
Working closely with Sales, Operations, Production, Logistics and Finance, the Customer Service Manager will ensure seamless customer journeys and effective cross-functional collaboration.

Hours of work: 8:30am to 5pm Monday to Thursday and Friday 8:30am to 2:30pm.

Key tasks will involve:
* Direct line management of the Customer Service and Technical Sales Team
* Lead, develop and motivate the Customer Service and Technical Support teams.
* Deliver exceptional customer service across all customer touchpoints.
* Manage reactive and proactive sales workloads to ensure responsiveness and efficiency.
* Maximise sales opportunities through effective handling and follow-up of enquiries and quotations.
* Monitor, analyse and improve quotation conversion rates and sales performance.
* Act as the escalation point for customer complaints and service issues, ensuring timely resolution.
* Work closely with external sales teams to support customer retention and revenue growth.
* Collaborate with Operations, Production, Logistics and Finance to deliver outstanding customer outcomes.
* Establish and monitor KPIs relating to customer service, conversion, productivity and customer satisfaction.
* Drive continuous improvement of processes, systems and customer experience.


Preferred experience:
* Strong Customer Service Background
* Previous managerial experience
* Strong commercial acumen
* Ability to work under pressure in a commercial environment

Excellent Benefits:
Holidays: 25 days holiday, plus bank holidays
Salary Sacrifice Pension
Scheme Cycle 2 Work Scheme
Quarterly Employee Recognition Scheme
Benefits Hub (Discounts, Rewards and Perks on 1,000s of brands)
Health and Wellbeing Employee Assistance Platform
Free Parking


For more information on this position, please contact Just Recruitment Group Ltd on telephone (phone number removed) quoting job reference TB66

Please note that if you have not been contacted within 7 days, your application for this position has been unsuccessful.