Customer Service Manager in Bristol

Challenge Yourself and Impact the Future! MacDermid Alpha Electronics Solutions, a business segment of Element Solutions Inc (NYSE: ESI), is renowned worldwide for its commitment to revolutionizing the electronics industry. With a legacy spanning over a century, we have continually set new benchmarks for excellence, reliability and sustainability in electronic materials.

Across diverse sectors including automotive, consumer electronics, mobile devices, telecom, data storage, infrastructure, and AI, MacDermid Alpha Electronics Solutions has earned the trust of manufacturers worldwide. Our comprehensive range of high-quality solutions and technical services enables the entire electronics supply chain, empowering businesses to thrive in today's competitive landscape.

We embody the 'Elements of our Culture' - our 5C's; Challenge, Commit, Collaborate, Choose, and Care. These core values are the foundation of our organization which our employees embrace in their interactions with customers, colleagues and other stakeholders, to drive financial performance and create a rewarding work environment.

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:

• People & Team Leadership
  • 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 (e.g., OTIF support, order accuracy, response time, case resolution)
  • Identify process gaps and drive continuous improvement within the region
  • Ensure accurate use of systems (e.g., 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:

• 25 days holiday (plus Bank Hols)
• Generous annual bonus program
• Private medical insurance
• Healthcare Cash Plan and Employee Assistance Programme
• Life assurance
• Enhanced Company pension
• Free on-site parking
• Shopping discounts

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.