Market 36 Recruitment are currently recruiting for an International Service Manager on behalf of our client, on a permanent basis.

The successful candidate will be responsible for managing the end-to-end service offering for allocated accounts, ensuring the highest level of customer satisfaction. This will involve a hands-on approach, covering pre-sales support, financial control, operational oversight, and effective escalation management.

Roles & Responsibilities

• Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.
• Generate both simple and complex quotations for existing customers.
• Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation with a focus on issue resolution.
• Take full accountability for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met or exceeded, taking corrective action where necessary.
• Conduct regular recorded service review meetings, preparing and presenting current performance.
• Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
• Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
• Approve invoices, liaising with the Global Commercial Controller before finalisation.
• Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
• Maintain the Service Allocation Forecast (SAF) document to measure specific areas, including SoW, RPI, forecasts for the next three months, MyData conversions, and margin levels.
• Monitor the performance and workload of the Global Coordination team to prioritise tasks and meet customer expectations and deadlines.
• Manage and implement changes to service with SoW/CCN management for allocated customer accounts.
• Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.

Experience, education & qualifications

• Knowledge of the ITAD industry (preferred but not essential).
• Experience working directly with international customers or suppliers (preferred but not essential).
• Ability to multitask across various tasks for numerous customers (essential).
• Organised approach to ensure timely completion of all required tasks (essential).
• Intermediate/advanced Excel skills (essential).
• Experience and confidence in dealing with customers, managing queries, and escalations in a professional and polite manner (essential).
• Team player with the ability to collaborate with others to achieve common goals (essential).
• Keen eye for detail, particularly for the accuracy of quotations and assessing reports (essential).

Hours: Monday to Friday 35 hours a week
Salary: Competitive (depending on experience)

Market 36 Recruitment Ltd cover a range of sectors including Commercial, Industrial, Engineering, HR & Finance & ITAD. This vacancy is being advertised by Market 36 Recruitment Ltd. We operate as an Employment Business for temporary roles and as an Employment Agency for permanent roles