We are seeking a Accounts Customer Service Manager to join our client, a growing business expanding its client and consumer base across the UK. This role is ideal for a customer-focused professional with a strong background in managing client relationships, resolving escalations, and supporting the development of junior team member whilst implement strategic sales targetting methods.

Client Details

We are currently working with a large-scale manufacturing client that specialises in the supply and distribution of household products to a wide range of FMCG and retail accounts across the North and throughout the UK.

Description

Key Responsibilities:

• Serve as the primary point of contact for key retail accounts, handling high-level customer inquiries, concerns, and escalations with professionalism and care.
• Take ownership of complex customer issues, ensuring they are resolved promptly and to a high standard, while maintaining strong client relationships.
• Support and mentor junior team members, offering guidance, sharing best practices, and contributing to their professional development.
• Work cross-functionally with internal teams-including sales, logistics, and production-to ensure accurate order processing and swift resolution of any service-related issues.
• Maintain up-to-date and accurate documentation of all customer interactions, issues, and resolutions within the company's CRM system.
• Proactively identify areas for improvement within customer service operations and contribute ideas and solutions that enhance overall efficiency and satisfaction.
• Assist in the onboarding and training of new customer service team members, ensuring alignment with company policies, procedures, and service standards.
• Drive customer satisfaction by ensuring consistent, timely communication and follow-ups, with a focus on delivering a positive end-to-end experience.

Profile

Key requirements will consist of:

• A minimum of 3-5 years' experience in customer service, ideally within the furniture, retail, or manufacturing sectors, with a strong understanding of client needs and service delivery standards.
• Proven problem-solving and conflict-resolution abilities, with a proactive approach to addressing customer concerns and ensuring long-term satisfaction.
• Exceptional communication skills, both written and verbal, with the ability to interact confidently with retail clients, internal departments, and third-party partners.
• Proficient in the use of CRM platforms and customer service software, with the ability to manage customer accounts, track interactions, and generate service insights.
• Comfortable working within a fast-paced, collaborative environment, contributing positively to team dynamics and business goals.
• Strong organisational skills and attention to detail, with the ability to manage multiple accounts and service requests efficiently and accurately.
• A customer-centric mindset, with a focus on building and maintaining lasting, positive relationships with key retail accounts and partners.
• Prior leadership experience or mentoring capability is highly desirable, supporting the development and performance of junior team members.

Job Offer

• Competitive Salary with performance-based bonuses.
• Comprehensive Health & Dental Insurance for you and your family.
• Generous Paid Time Off, including vacation, sick leave, and personal days.
• Employee Discount Program on all company products.
• Professional Development & Training opportunities.
• Flexible Work Arrangements for better work-life balance.
• Wellness Programs including gym membership discounts.
• Career Growth Opportunities within a growing company.