MAK Jobs is recruiting a Customer Service Manager on behalf of our client .

Location: Nuneaton 
Salary: £29,000 - £32,000 per annum 
Shift: Monday to Friday8:30– 17:00

You will bethe primary contact and escalation point for key customers. In this role, you will understand customer needs and requirements to build and maintain their confidence. You will lead, support, and develop a customer-focused team to ensure the highest quality of service is consistently achieved. As a member of the management team, you will drive improvements in the efficiency and effectiveness of Customer Account Management.

The ideal candidate will have a proven track record in a similar role, demonstrating high competency and achievements. You should be confident in direct customer interactions, handling queries related to deliveries and service. A proactive approach to customer service is essential, as this role involves significant administrative responsibilities. We seek someone with the enthusiasm to excel and a willingness to learn, with training provided to support your success.

Responsibilities: 
- Lead the customer account administration team and provide first-line management. 
- Serve as the main point of contact for key customers. 
- Take ownership of processes to deliver efficient and professional service to both internal and external customers. 
- Coordinate weekly operational meetings to review KPI performance and action plans. 
- Ensure timely completion and distribution of management reports. 
- Organise and lead periodic customer review meetings and visits. 
- Effectively manage internal and external priorities. 
- Address and resolve escalated issues within the department. 
- Reconcile customer stock takes and communicate final requirements. 
- Maintain and report customer throughput information. 
- Drive internal sales of supporting services to existing customers. 
- Deliver professional presentations to senior managers and directors. 
- Collaborate effectively as a key member of the account management team. 
- Research customer backgrounds and strategies, making presentations that demonstrate our understanding of their business needs. 
- Ensure the implementation of new initiatives and projects in line with business practices. 
- Achieve specified customer service levels, fulfilling quality output and dispatch. 
- Capture all revenue and ensure timely invoicing while tracking business performance. 
- Maintain a solid understanding of warehousing, fulfillment, and supply chain solutions.


Skills and Experience: 
- Strong command of the English language, both verbal and written. 
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). 
- Reliable and conscientious with the ability to work both independently and as part of a team. 
- Excellent communication, presentation, and administrative skills. 
- Strong logistics experience with the ability to influence and connect via telephone. 
- Willingness to learn and develop customer relationship management and negotiation skills. 
- Ability to prevent improper conduct or behavior that could endanger employees. 
- Collaborate with the IT department to ensure adequate resources for customer accounts. 
- Maintain relationships with key decision-makers in accounts. 
- Uphold a professional image of the company.

Knowledge and Qualifications: 
- Experience in warehouse fulfillment and supply chain solutions. 
- Full driving license. 
- Advanced IT skills, particularly in Microsoft Office. 
- Ability to work under pressure and meet tight deadlines. 
- Minimum of 2 years’ experience in an account administration or management role within logistics. 
- Strong communication skills and a positive, results-driven attitude. ​