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 recognized 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.