At a Glance
- Tasks: Lead and develop a dynamic Customer Service team focused on excellence and customer satisfaction.
- Company: Join Molex, a global leader in electronics innovation and collaboration.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Empower your career in a culture that values individual contributions and challenges the status quo.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: A-Level or equivalent, B2B customer service experience, and strong communication skills.
The predicted salary is between 37800 - 46200 £ per year.
As Customer Services Manager, you will lead the Customer Service/Internal Sales team and be responsible for creating a culture focused on customer satisfaction, operational excellence, and continuous improvement. Reporting to the EMEA Sales Director, you will coach and develop Customer Service Account Managers while ensuring customer requirements are met through effective order management, issue resolution, and cross-functional collaboration. You will serve as a key leader and escalation point for customer service activities, helping improve business performance through effective communication, data-driven decision making, and strong partnership with internal and external stakeholders.
You will join a collaborative Customer Service and Sales organisation supporting customers across the EMEA region. The team plays a critical role in delivering an exceptional customer experience, managing customer relationships, ensuring timely order fulfilment, and partnering with Sales, Planning, Quality, Operations, and Engineering teams to create long-term value for customers and the business. We embrace Principle Based Management™ and encourage employees to challenge the status quo, drive continuous improvement, and contribute to business success through their unique strengths and capabilities.
What You Will Do
- Lead, mentor, and develop Customer Service Account Managers, ensuring the adoption of Principle-Based Management in daily activities.
- Conduct contract reviews of customer orders and coordinate with Contracts, Export Compliance, and other relevant departments as required.
- Manage customer complaints professionally and efficiently using established quality processes and systems.
- Act as the primary escalation point for service issues and customer concerns, working cross-functionally to achieve effective resolutions.
- Own the monitoring and maintenance of past-due orders, proactively communicating delivery changes and recovery plans to customers and leadership.
- Analyse customer scorecards and feedback, identify trends, and communicate recommendations for improvement to the management team.
- Attend project meetings to maintain awareness of customer requirements and ensure timely communication to the Customer Service team.
- Participate in management meetings and contribute customer and operational insights.
- Own service-related KPIs, implement corrective actions and improvement initiatives, and prepare monthly reporting for leadership and quality reviews.
- Collaborate closely with Planning and Site Leadership to manage factory lead times and align production schedules with customer requirements.
- Conduct regular one-to-one meetings and performance discussions to support employee growth and development.
- Ensure team training remains current and supports individual development objectives.
- Partner with the Sales team to build and maintain strong customer relationships and participate in customer visits, audits, and events as needed.
- Support additional business initiatives and responsibilities as assigned.
Who You Are (Basic Qualifications)
- A-Level qualification or equivalent.
- B2B customer service experience, ideally within a manufacturing or electronics environment.
- Strong verbal and written communication skills with the ability to engage effectively at all organisational levels.
- Ability to work successfully within a matrix organisation.
- Strong Microsoft Office skills, including advanced Excel capabilities such as formulas, filters, and pivot tables.
- Experience using ERP and/or CRM systems.
- Ability to effectively prioritise workload and manage changing priorities.
- Ability to understand technical terminology, work with technical catalogues, and interpret simple technical drawings.
- Demonstrated leadership capability with a collaborative and self-motivated approach.
Preferred Qualifications
- Bachelor's degree in Business, Engineering, or a related discipline.
- Previous team leadership or supervisory experience.
- Basic knowledge of ISO 9001 and/or AS9100 standards.
- Experience managing difficult customer conversations professionally and effectively.
- Experience creating and reporting KPIs.
What Will Put You Ahead
- Experience leading customer service teams within aerospace, defence, manufacturing, electronics, or highly regulated industries.
- Proven ability to drive process improvements and enhance customer satisfaction.
- Strong cross-functional collaboration experience with Sales, Planning, Operations, and Quality teams.
This position may require access to information subject to export control regulations. Employment is contingent upon maintaining any required work authorisations and compliance with applicable export control requirements.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
Customer Service Manager - Edenbridge in Kent employer: Koch Industries, Inc.
At Georgia-Pacific Dixie, we pride ourselves on fostering a collaborative and safety-focused work environment where Process Control Engineers can thrive. Our commitment to employee growth is evident through comprehensive benefits, including medical, dental, and educational assistance, alongside opportunities for hands-on experience with cutting-edge technology in a dynamic 24/7 operations setting. Join us to make a meaningful impact while enjoying a culture that values ownership and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Edenbridge in Kent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Koch Industries, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Koch Industries, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager - Edenbridge in Kent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Koch Industries, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Koch Industries, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Koch Industries, Inc.!
How to prepare for a job interview at Koch Industries, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
