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Customer Service Manager

Job Description

Job Title: Commercial Manager

Location: M&H Plastics, London Road, Beccles, Suffolk, NR34 8TS

Job Purpose:

The role of the Customer Service Manager is to maximise customer service to designated accounts, through the provision of continuous and high-quality support in all areas of the business.  This involves pro-active management of quotations, managing new product developments to the expectations of the customer from point of enquiry through to successful delivery of first order, and liaising closely with the other internal departments with regards to the raising and acknowledging of repeat orders thereafter.


  • The post holder may occasionally be required to visit customers which could require some flexibility to the standard working hours.
  • To ensure that new specifications are project managed and raised correctly on the computer system.
  • To seek out new business opportunities from existing designated accounts and increase sales revenue and profitability.
  • To attend meetings, whether in the UK or abroad, with customers and obtain full customer project briefs and provide accurate quotations.
  • To proactively manage and progress quotations from point of enquiry through to a win / lose outcome.
  • To provide technical feedback to customers as required regarding our products.
  • To manage internal meetings ensuring they are documented so that key personnel at M&H are aware of what is required on projects.
  • To submit a monthly feedback report to the Assistant Office Manager.
  • To monitor stocks and payment and ensure agreed terms are adhered to, and to liaise closely with the Finance Department in order to minimise credit exposure risk.
  • To provide information as requested relating to all areas of the business in terms of forecasts and turnover.
  • To identify opportunities for the development of standard or bespoke products and services that meet both the existing and future aspirations of the customer base.
  • To liaise with the Planning & Distribution department so as to ensure that customer orders are processed smoothly and accurately, and that accurate delivery dates are acknowledged in a timely fashion.
  • The post holder may be required to perform duties other than those given in the job description.  The particular duties and responsibilities attached to the post may vary from time to time without changing the general character of the duties or the level of responsibility entailed.  Such variations are a common occurrence and would not themselves justify the re-evaluation of the post.

Person Specification

Essential qualifications, skills and knowledge:



Selection Criteria Method of candidate assessment
The ability to communicate effectively and in a professional and positive manner, verbally and in writing, at all levels within the company, and with customers. Application Form/Interview
GCSE Maths and English, Grade A*-C/4-9 (or equivalent). Application Form/Interview
Capable of working under pressure, remaining calm and in control with the ability to meet tight deadlines. Application Form/Interview
Competent in the use of the Microsoft Office suite of applications. Application Form/Interview
The ability to work accurately, taking responsibility for work/actions undertaken. Interview
Is able to work effectively as part of a team to achieve required objectives. Interview
Able to respond positively to changing work demands. Interview

Desirable qualifications, skills and knowledge:

Selection Criteria Method of candidate assessment
Demonstrable competence of managing customer accounts. Application Form/Interview
Previous experience of working in a customer service and commercial manager role. Application Form/Interview
The ability to manage a project. Interview