SENIOR CUSTOMER SERVICE PARTNER (MANUFACTURING)
Based: East Kilbride / Hybrid Working Salary: £35,000-£38,000 basic + benefits package
 
Our client is a high-growth global electronics manufacturing and engineering business headquartered in Scotland, with operations across the UK, USA and Asia. The business is continuing to grow and is recognised for its strong customer focus, innovative solutions and commitment to delivering exceptional service.
Due to continued growth, they are now looking to appoint a Senior Customer Service Partner to join their Customer Service team.
 
Reporting to the Supply Chain Manager, this is a key role focused on delivering a first-class customer experience while supporting and developing colleagues across the global Customer Service function.
Please note, the role operates Monday to Thursday, 2pm-10pm, to support US hours, with Friday 9am-5pm. The position is permanent, with a mixture of home and office working available.
 
The Role
You will provide a high level of customer service and commercial support, working closely with customers, Sales and internal stakeholders to ensure requirements are understood, quotations are accurate and customer commitments are delivered.
 
Key Responsibilities

• Provide exceptional customer service to customers, clients and suppliers, responding to queries and requests promptly and efficiently.
• Establish customer requirements and aim to achieve first-contact resolution wherever possible.
• Build and maintain strong working relationships with customers, Sales and internal stakeholders.
• Provide accurate and timely quotations based on customer requirements and supply chain costs.
• Provide accurate pricing information and liaise with relevant stakeholders to ensure quotations are commercially and operationally accurate.
• Create and maintain Work Orders to provide clarity on customer requirements.
• Raise internal and external purchase orders for stock requirements in line with customer demand.
• Maintain accurate customer information and interactions across CRM, MRP and ERP systems, including relevant progress dates.
• Use company tools and processes to effectively manage sales opportunities.
• Escalate customer complaints appropriately and in line with company policy.
• Work closely with Sales to support customer visits and deliver an exceptional customer experience.
• Act as a key point of contact for global Customer Service Administrators, providing day-to-day guidance and support.
• Provide training and coaching to Customer Service Administrators, supporting consistency and best practice.
• Support the development and continuous improvement of Customer Service processes, procedures and work instructions.
• Liaise with stakeholders to ensure information is accurate, consistent and communicated effectively.
• Monitor customer account trends to support forecasting.
• Ensure company processes are followed accurately and consistently.

We are looking for an experienced customer service or account management professional who is commercially aware, highly organised and confident working in a fast-paced environment.
You should have:

• Previous experience in a customer-facing or customer service role.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Strong data entry and administration skills, with confidence using multiple systems.
• Experience with quotations, pricing or commercial support is advantageous.
• Strong relationship-building skills with customers, suppliers and internal stakeholders.
• The ability to prioritise workload, manage competing demands and meet deadlines.
• A positive, flexible and proactive approach with a willingness to learn.
• The ability to work independently and as part of a wider team.
• Experience supporting, mentoring or coaching colleagues would be advantageous.
• Experience within manufacturing, engineering, electronics or supply chain would be beneficial.

This is an excellent opportunity for an experienced Customer Service or Account Management professional to join a growing international electronics manufacturing business where there is genuine scope to develop and support a global Customer Service function.
 
Package
Alongside your basic salary, employees have access to a range of benefits including:

• Company performance bonus
• Share options
• 31 days annual leave
• Company pension
• Private medical insurance
• Life insurance
• Health & wellbeing programme
• Cycle to work scheme
• Paid volunteer time
• Free/on-site parking

To apply for this role, please contact Katie Hydes at Grw Talent.