Client Services Manager

Client Services Manager, Print Finishing Equipment - Buckinghamshire

Global manufacturer and supplier of offline & inline bespoke print finishing systems and associated equipment, seek to appoint a dynamic Client Services Manager to drive the key link between their Customers and internal departments, including Sales, Order Processing, Delivery, Installation & Training, through into Maintenance & the ongoing provision of a world class service offering.

A major player in it’s market, this Business has built an enviable reputation for extremely high quality innovation, product design & specification, alongside a strong commercial proposition and exceptional customer focussed service capabilities, so whilst they currently secure a strong share of the total UK market, one of your key remits will be to support their strategic sales plan in order to realise the Company’s future growth objectives both in the UK & Globally.

The role is based from their impressive HQ in Milton Keynes, but also has responsibility for a team based from their site on the South Coast and initially it will lead a Client Services team responsible for Sales Order Processing, Equipment delivery scheduling, Engineer install & new installation training / co-ordination, Initial Client engagement / satisfaction and then Handover to Service for ongoing maintenance scheduling, but the Business has the clear vision that this role will develop into a full Head of UK Service remit, with the additional responsibility for a circa 20 strong team of Service & Tech Support personnel.

This is a fantastic opportunity for a dynamic & customer-focused leader, possessing experience within the manufacturing, engineering, production or supply chain environments, with a developed understanding of manufacturing pressures, the ability to navigate complex customer expectations and with the confidence to influence decisions across operations, engineering and commercial teams. You'll play a pivotal role in managing key customer relationships, leading an order processing & scheduling function, ensuring customers receive a first-class service from order receipt through to installation & operation.

The Role

• A key part of the leadership team, you will drive the link between customers and internal departments including Sales, Planning, Production, Logistics and Finance.

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

Key Responsibilities

• Lead, coach & develop a diverse 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.

• Coordinate export requirements and associated documentation where applicable.

• Drive process improvements within ERP and customer management systems.

• Attend customer meetings and reviews as required.

Essential Experience

• A minimum three years experience that encompasses proven team leadership experience managing or supervising a customer service, customer operations, scheduling or service team.

• Experience within a manufacturing, engineering, production or supply chain environment.

• Strong customer relationship management skills.

• Strong communication, negotiation, and stakeholder-management skills, bringing experience of working cross-functionally with production, planning, logistics & service teams.

• Advanced Microsoft Office & proprietary ERP software skills

Key Skills

• A combination of people leadership, commercial awareness and practical experience in managing demanding customer relationships within a technical, manufacturing or field service environment.

• The ability to influence colleagues across different functions without direct authority.

• A practical, structured approach to problem-solving and competing priorities.

It is a true leadership remit, so you must reside within a reasonable proximity or commute to their Milton Keynes HQ and you will be a dynamic & multifaceted Client Services Manager that is capable of delivering a leadership role with responsibility across two UK manufacturing sites. You will demonstrate the aspiration & skillset to evolve your responsibility into a full Head of Service remit for the UK operations, as part of the exciting strategy for wider business transformation across the European Group.

The role offers an attractive package that includes a company car/car allowance & enhanced OTE linked to Company Growth/GP performance, Company Pension & Healthcare and this is a Business that values the ability to challenge the norm, so you must be self-motivated with a proven capacity to drive new ideas & developments forward.

You will be supported by an exceptional globally positioned Parent company, swiftly becoming a key part of driving a strong & effective UK management structure, that trains, nurtures and develops all staff in creating a fantastic working culture and a professional career environment.

Client Services Manager, Customer Service, Engineering, Manufacturing, Production, Engineering, Supply Chain, Director, OEM, Print, Finishing equipment, Paper handling, Distributor, B2B, Digital, Office Equipment