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Senior Customer Service Manager – Bradford
Role Purpose & Overview
To own the operational and day-to-day management of the Bradford Customer Service (CS) department, while providing key support to the Senior CSM on all relevant departmental projects within the assigned regions. Act as the primary escalation point for all local customer-related issues, working closely and collaboratively with Sales Managers and regional business functions to ensure operational efficiency and business continuity.
Lead, coach, and support the professional development of all direct reports, driving efficiency, productivity, and engagement to enable the effective achievement of departmental goals and KPIs.
Responsibilities
Operational Leadership & Key Account Management
- Take full responsibility for the day-to-day running of the Bradford CS Team, covering UK, Nordic, BNL (Belgium, Netherlands, Luxembourg), and all EU E-business Portfolios.
- Provide guidance, leadership, and support in managing key customer accounts and the end-to-end OTC (Order-to-Cash) process.
- Build strong professional relationships across all internal and external networks, including:
- Local and regional CS teams
- Customers
- Relevant business functions
Customer & Process Support
- Provide key operational support to the Senior CS Manager to ensure successful delivery of local and regional CS projects.
- Deliver first-class customer support, setting a benchmark for service excellence and acting as a role model for direct reports.
- Maintain close liaison with transporters and external stakeholders, including proactive follow-up on issues affecting:
- Customer delivery
- OTIF (On-Time In-Full) performance
- Support the setup/processing of new customer accounts or implement changes to existing accounts, including:
- Business approval forms
- Customer master data records
- Monitor and optimise sales, order processing, and end-to-end OTS (Order-to-Shipment) process across areas of responsibility.
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Process Improvement & Escalation Management
- Promote and support the adoption of:
- Electronic ordering (Teccom, EDI)
- Automation and standardisation across CS processes and procedures
- Drive efficiency by:
- Maximising sales output
- Reducing past-due stock levels
- Increasing velocity in the order-to-shipment process
- Proactively resolve customer complaints via liaison with appropriate departments, ensuring escalation processes are followed.
- Follow-up on material and delivery issues with a high level of customer focus.
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Cross-Departmental Collaboration
- Interface with Credit, Finance, and all other departments to address and resolve potential delivery blocks.
- Be the initial point of contact for:
- Local and regional escalations
- Customer complaints
Job Requirements
Essential
- Previous Team Leader or senior role experience (or a minimum of 5 years in a fast-paced customer-facing role)
- Proven track record of managing a busy, complex workload
- Willingness to undertake European travel when required
- SAP knowledge and experience
- A genuine passion for customer service and a customer-centric attitude
- Commitment to ongoing training and development to align with evolving business requirements
- High-level proficiency in written and spoken English
- Strong working knowledge of MS Office
- Excellent communication skills
- Exceptional people skills
- Ability to work under pressure and liaise confidently across all business levels
- Professionalism, tact, and diplomacy
- Educational requirement: A-level or equivalent (essentials include GCSE English and Maths at grade A-C)
- Automotive industry experience in an international role (advantageous)
(Advantages and preferences highlighted where relevant.)
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