Customer Service Manager

Overview

As Site Customer Service Leader, you will guide the CS team across Titchfield and South Molton to meet OEM and Aftermarket needs. You will translate customer feedback into site actions, resolve escalations, and drive the business strategy with a focus on compliance and performance. You’ll collaborate with cross-functional peers to improve processes and ensure on-time delivery and backlog accuracy. This role places you at the heart of a transforming, Centre of Excellence campus, shaping the customer experience and operational effectiveness.

Pay / Benefits

• Inclusion & diversity
• Sustainability
• Mentoring programme
• Eaton University
• reward and recognition framework
• global career development opportunities

Responsibilities

• Senior escalation point for all customers at site level (delivery issues, discrepancies)
• Lead ad hoc escalated customer requests and negotiate contract terms within policy
• Coach and develop a diverse CS team, balancing soft and hard skills
• Support SIOP by incorporating direct customer feedback and program knowledge
• Own customer-facing scope, ensure backlog accuracy and proper tool usage (portals, shipping directions)
• Drive site-wide process improvements and ensure audit compliance
• Know when to escalate to Division or higher based on customer behavior and risk
• Balance customer requirements with business needs amidst conflicting priorities
• Demonstrate strong problem-solving for evolving customer details and regulatory requirements
• Ensure regulatory compliance and export controls (ITAR) support across processes

Key requirements

• 8-10 years in a customer-facing role
• Advanced use of Microsoft tools (Excel, Teams)
• MFGPro
• Indirect influence and strong communication
• Ability to manage a large, diverse team and build internal/external relationships
• Team leadership experience

• diplomatic communication
• cross-functional collaboration
• relationship-building
• Microsoft Excel
• Teams
• MFGPro

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