Job Title: Customer Service Manager Fully office-based working Location: Colchester, Essex (free parking) Salary: Competitive – confirmed on first phone call Benefits: 25 days leave + 8 BH Paid day for your birthday Share scheme paid quarterly Hours: Monday to Friday 7.30am to 4.30pm – 40 hours per week No remote or hybrid working Reports to: Sales Director Desirable: German speaker Our client is seeking an ambitious Customer Service Manager looking for a role with a genuine path to the Board In this pivotal Customer Service Manager position, you will lead and mentor the customer service team while building modern departmental processes. You will oversee day-to-day operations, lead CRM/ticketing system implementations, and collaborate cross-functionally to support sales through upselling and cross-selling initiatives. Customer Service Manager requirements Essential: * Proven leadership experience in a Customer Service Manager role. * A track record of successfully rolling out new software, systems, and procedures. * Advanced proficiency in customer support tools (e.g., Microsoft Dynamics / Business Central) and workflow automation. * Experience handling exports and shipping quotes. * Outstanding problem-solving skills with a calm, professional approach to escalations. Desirable: * Background within manufacturing or packaging or similar. * Experience supporting B2B customers, distributors, or public sector organizations. * Knowledge of ISO standards or quality compliance. * German language skills are a distinct advantage. * Commercial Growth: Proactively manage the "In the Pot" (ITP) process and maximize cross selling/upselling opportunities