At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch service delivery.
- Company: Join MacDermid Alpha, a global leader in electronic materials.
- Benefits: Enjoy a generous bonus, private medical insurance, and enhanced pension.
- Other info: Be part of a diverse team with excellent growth opportunities.
- Why this job: Make a real impact by improving customer experiences in a fast-paced environment.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
MacDermid Alpha Electronics Solutions, a business segment of Element Solutions Inc (NYSE: ESI), is a global leader in electronic materials, dedicated to innovation and excellence.
We are seeking a customer‑focused and results‑driven Customer Service Manager to lead our customer service operations across the EMEA region within our Micromax business. This role is ideal for a leader who can balance operational efficiency whilst ensuring an exceptional customer experience. The Customer Service Manager is responsible for ensuring reliable order fulfillment and building strong customer relationships in a complex, supply‑driven environment. You will play a key role in connecting customers with internal operations, ensuring that service delivery meets business, regulatory, and commercial expectations.
The Regional Customer Service Manager leads and develops a regional customer service team of Customer Service Specialists. This role is accountable for regional service execution, team performance, customer satisfaction, and operational discipline, while ensuring consistent adoption of global processes, systems, and standards.
Responsibilities will be:
- Lead, coach, and develop a team of customer service individual contributors
- Set clear performance expectations aligned to service KPIs and customer experience standards
- Conduct regular performance reviews, development planning, and succession identification
- Build a collaborative, accountable, and customer‑centric team culture
Operational Execution
- Ensure consistent execution of customer service processes (order entry, order changes, delivery coordination, issue resolution, credit/return workflows)
- Monitor and improve service KPIs (OTIF support, order accuracy, response time, case resolution)
- Identify process gaps and drive continuous improvement within the region
- Ensure accurate use of systems (ERP, CRM, case management tools)
Customer & Commercial Partnership
- Serve as the escalation point for complex or high‑impact customer issues
- Partner with Regional Sales and Account Management to support customer retention and growth
- Translate customer feedback into actionable operational and process improvements
Governance & Compliance
- Ensure adherence to company policies, compliance requirements, and internal controls
- Support audits, data accuracy, and documentation standards
Who are You?
We are looking for candidates who can demonstrate the following experience:
- Strong experience in customer service or order management within a B2B or manufacturing environment (chemical industry experience desirable)
- In‑depth understanding of order‑to‑cash processes, logistics coordination, and customer fulfillment
- Experience managing service KPIs and driving performance improvements
- Experience with ERP systems (e.g. SAP) and CRM tools
- Familiarity with digital tools for customer service and process automation
- Proven experience leading and developing customer service teams
- Strong stakeholder management and influencing skills
What competencies will you need?
You will need to demonstrate the following competencies and behaviours:
- Excellent communication and interpersonal skills
- Strong problem‑solving and decision‑making abilities
- High level of integrity and accountability
- Continuous improvement mindset with a focus on efficiency and customer value
- Ability to analyze service data and translate insights into actions
- Commercial awareness, understanding the link between service, customer satisfaction, and business performance
We are Offering...
Our people are the heart of our business and we offer an exceptional range of benefits when joining which include:
- Generous annual bonus program
- Private medical insurance
- Healthcare Cash Plan and Employee Assistance Programme
- Life assurance
- Enhanced Company pension
- Free on-site parking
Equal Opportunity Employer
All qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category applicable under federal, state and local laws.
Customer Service Manager in Bristol employer: Element Solutions Inc
At MacDermid Alpha Electronics Solutions, we pride ourselves on being a leader in electronic materials, fostering a dynamic work culture that prioritises innovation and excellence. As a Customer Service Manager, you will benefit from a supportive environment that encourages professional growth, with access to comprehensive benefits such as private medical insurance and a generous bonus programme. Join us in our EMEA region, where your leadership will not only enhance customer satisfaction but also contribute to a collaborative team culture focused on operational efficiency and continuous improvement.
