Customer Service Manager

Customer Service Manager

Watford Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the Inside Sales team and manage customer interactions for quotes and orders.
  • Company: Join Crane Co., a historic and innovative leader in engineered flow control solutions since 1855.
  • Benefits: Enjoy a dynamic work environment with opportunities for training, development, and career growth.
  • Why this job: Be part of a company that values integrity, innovation, and diversity while making a real impact.
  • Qualifications: Proven leadership experience, strategic thinking, and excellent communication skills are essential.
  • Other info: We embrace inclusion and diversity, welcoming applicants from all backgrounds.

The predicted salary is between 36000 - 60000 £ per year.

We currently have a vacancy for the role of Customer Manager at our Hitchin site. Reporting to the Vice President General Manager – Utilities, the successful candidate will be the primary link between inside sales and customers, distributors, manufacturing, technical and external sales. In addition to the management and leadership of the Inside Sales team, you will be responsible for all aspects of customer interaction including quotations, order processing and status updates with strong links to the external sales team.

Specific responsibilities include:

  • Management of the quotation process from receipt of request for quote through to submission to the customer including the process for following up quotations within an agreed value level from within the internal sales department, feedback information to external sales to allow additional follow up to be actioned as required.
  • Maintain regular liaison with Channel Partners and end users with a view to maximising sales growth and profit for the business ensuring that the business is aligned to the requirements of the customer.
  • Monitoring of key Channel Partner inventory levels and book and ship trends in order to assess future demand patterns for the business.
  • Management of the quote tracking process assuring timely and accurate quote data is maintained.
  • Management of the sales order entry process, facilitating timely review and entry of all customer sales orders.
  • Driving improvements in the quotation, internal order entry and customer complaints process that eliminate non-value-added work and to ensure that key performance indicators are in place and up to date to measure the effectiveness of the department in meeting the business model requirements.
  • Co-ordinate the review and implementation of major abnormal project orders with internal functions and Sales ensuring that we meet customer expectations and maximise the profit opportunity for the business.
  • Assuring timely response to customer complaints/feedback. Working closely with distributors and customers to ensure we meet or exceed our customer’s expectations.
  • Stay up to date on Export Requirements, ensuring we are in compliance with all aspects of the requirements and documentation is maintained to accurately reflect our compliance.
  • Work closely with Regional Sales Leads and Business Line Managers to improve the effectiveness of inside sales and ensure a proactive approach to selling is established within the team.
  • Manage the Inside Sales team to provide timely customer assistance and timely, accurate feedback on all areas covered by the inside sales team.
  • Train, lead and facilitate continuous improvement kaizen events within inside sales.
  • Establish performance measurement objectives and development plans for direct reporting personnel. Conduct regular one to ones.
  • Actively manage Crane Intellectual Capital process to develop individuals within the department through continuous training and coaching.
  • Establish performance measurement objectives and development plans for direct reports. Conduct regular one to ones.
  • Actively drive Crane Business System. Track departmental performance utilising appropriate SQDC metrics and facilitates development of action plans to improve.
  • Work closely with Regional Sales Leads and Business Line Management organizations to improve effectiveness of inside sales and ensure a proactive approach to selling is established within the team.

Applicants must be able to demonstrate strategic thinking and analytical skills in conjunction with proven experience of leading and developing teams. Attention to detail, the ability to work accurately with a positive ‘can do’ attitude at all times and a flexible and methodical approach to work are essential for this role. The successful applicant will have a proven record of efficiently managing multiple tasks and priorities combined with excellent communication and influencing skills.

ABOUT US

Crane Building Services and Utilities (BS&U) is part of the Fluid Handling Division of Crane Co. founded in 1855, which is a global, multi-industry, New York Stock Exchange quoted company. We design, manufacture, package and market engineered flow control solutions for the HVAC and Utility sectors, with strong sales into key growth export markets.

The name Crane speaks of who we are, what we stand for and how our customers perceive us: A company with history and tradition, but also a company that is innovative, quality minded and one which acts with integrity and still holds to the resolution of its founder.

Crane Co. was founded on 4th July 1855 by Richard Teller Crane who made the following resolution: "I am resolved to conduct my business in the strictest honesty and fairness; to avoid all deception and trickery; to deal fairly with both customers and competitors; to be liberal and just towards employees; and to put my whole mind upon the business." The essence of this resolution is the business policy of Crane Co. today.

We believe that embracing inclusion and diversity is key to our success and as such we are seeking applications from candidates who will contribute their different backgrounds, cultures and experiences to our business.

Customer Service Manager employer: Crane Building Services & Utilities

At Crane Building Services and Utilities in Hitchin, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our commitment to employee growth is evident through continuous training and development opportunities, ensuring that our team members thrive both personally and professionally. With a focus on innovation and integrity, we offer a dynamic environment where your contributions directly impact our success, making it a truly rewarding place to work.
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Contact Detail:

Crane Building Services & Utilities Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Service Manager

✨Tip Number 1

Familiarise yourself with the specific responsibilities outlined in the job description. Understanding the nuances of managing the quotation process and customer interactions will help you demonstrate your knowledge during interviews.

✨Tip Number 2

Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight any experience you have with training and developing team members, as this is a key aspect of the role.

✨Tip Number 3

Research Crane Co. and its values thoroughly. Being able to articulate how your personal values align with the company's commitment to integrity and customer service can set you apart from other candidates.

✨Tip Number 4

Prepare to discuss your strategic thinking and analytical skills. Think of specific instances where you've used these skills to improve processes or solve problems, as this will resonate well with the hiring team.

We think you need these skills to ace Customer Service Manager

Customer Relationship Management
Team Leadership
Quotations Management
Order Processing
Sales Strategy Development
Analytical Skills
Attention to Detail
Communication Skills
Problem-Solving Skills
Performance Measurement
Training and Development
Proactive Sales Approach
Export Compliance Knowledge
Continuous Improvement Methodologies
Flexibility and Adaptability

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, team leadership, and sales processes. Use specific examples that demonstrate your ability to manage quotations, order processing, and customer interactions.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your strategic thinking and analytical skills align with the responsibilities outlined in the job description. Be sure to include your approach to improving customer service processes.

Showcase Leadership Skills: Emphasise your experience in leading teams and driving improvements. Provide examples of how you have trained and developed team members, as well as any successful kaizen events you have facilitated.

Highlight Communication Skills: Since the role requires excellent communication and influencing skills, include examples of how you have effectively liaised with customers, distributors, and internal teams. This will demonstrate your ability to maintain strong relationships and meet customer expectations.

How to prepare for a job interview at Crane Building Services & Utilities

✨Showcase Your Leadership Skills

As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any training or development initiatives you've implemented.

✨Demonstrate Strategic Thinking

The role requires strategic thinking and analytical skills. Prepare to discuss how you've approached problem-solving in previous roles, particularly in managing customer interactions and improving processes. Use specific examples to illustrate your thought process.

✨Emphasise Communication Skills

Excellent communication is key in this role. Be ready to explain how you ensure clear communication between inside sales, customers, and external teams. Consider sharing instances where your communication skills led to successful outcomes.

✨Prepare for Scenario-Based Questions

Expect scenario-based questions that assess your ability to handle customer complaints and feedback. Think of examples where you've turned a negative situation into a positive one, showcasing your problem-solving abilities and customer focus.

Customer Service Manager
Crane Building Services & Utilities
C
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