Product and Customer Services Manager
Finlay Jude Associates are working in partnership with a leading manufacturer within the passive fire protection and construction materials sector to recruit an ambitious Product and Customer Services Manager in Rochdale.
Industry Sector: Customer Services, Passive Fire Protection, Firestop, Fire-Resistant Products, Fire Protection Products, Team Leadership
In this role, you will be responsible for overseeing the product route to market and collaborating with various departments. You will work closely with internal teams, external partners, and certification bodies to ensure products meet industry standards and deliver the highest levels of service.
You will also ensure, through your team, that customer needs are consistently met or exceeded, while promoting and delivering excellent customer service standards. You will manage the customer service team, ensuring service levels are maintained and issues are resolved effectively.
Main Duties:
- Develop and maintain expertise across the product range.
- Manage documentation for product planning, liaising with Sales, Marketing, Technical, and Development teams to support product launches.
- Provide technical support to internal teams and customers, including product applications, test data interpretation, and fire safety solutions.
- Ensure all required documentation is accurate, up to date, and readily available.
- Maintain internal systems, including project management tools such as CRM systems and HubSpot.
- Engage with international counterparts to develop and share best practices.
- Deliver proactive and timely customer service and sales support, including same-day responses where possible (quotations, orders, acknowledgements, and order progression).
- Manage the customer service team and support sales order input and processing systems.
- Maintain the customer database and assist with marketing activities such as mailshots and product launches.
- Drive continuous improvement of systems and processes.
- Train staff on new products and updates to ensure high service standards.
- Liaise with Customers, Sales, Marketing, Production, Accounts, Technical, and Quality departments.
- Ensure compliance with formal quality systems (e.g. ISO 9001) and customer-specific standards.
- Investigate and resolve customer complaints and concerns.
Key Skills and Abilities:
- Strong analytical and problem-solving skills with excellent attention to detail.
- Excellent communication skills (written, verbal, and presentation) with strong stakeholder management.
- Ability to manage multiple projects and meet long-term deadlines.
- Strong collaborative skills across cross-functional teams.
Qualifications & Experience:
- Experience within the construction industry.
- Experience in passive fire protection (advantageous).
- Background in customer service with product management exposure.
- Strong IT skills, including ERP and CRM systems (e.g. HubSpot).
- Familiarity with CAD drawings, technical schematics, and product documentation (advantageous).
Development Opportunities:
- IFE Level 2 & 3 in Passive Fire Protection.
EEO Statement:
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job.
#J-18808-Ljbffr