Job Description

Mecc Alte UK manufacture a wide range of industrial alternators from it's plant in Oakham, working closely with its parent company based in Italy) and its customers to ensure top quality products are delivered throughout the product lifecycle.

Our people are at the core of our business and is what makes Mecc Alte a unique Company.

We have a great and new opportunity for an experienced Customer Service Manager, who will be responsible for driving change, leading and developing the

customer services, back-office sales administration, logistics and aftersales function

, ensuring a seamless, professional experience for customers from order placement through delivery and ongoing support.

This role owns the

operational customer interface

, providing clear accountability, structured processes, and effective cross-functional coordination between sales, operations, logistics, finance, and technical teams.

Key Accountabilities/Role & Main Responsibilities:

Customer Services, Logistics/Exports & Aftersales

Own the end-to-end customer service process from order receipt to post-delivery support Act as the primary escalation point for customer service, logistics and aftersales issues Ensure customer enquiries, complaints, warranty claims, and returns are handled promptly and professionally Maintain oversight of open service cases and ensure timely resolution and closure

Back-Office Sales Operations

Lead the sales order administration process, ensuring accuracy of: Product configuration Pricing and commercial terms Lead times and delivery requirements Ensure order acknowledgements and customer communications are accurate and timely Support the sales team with order amendments, documentation, and operational queries Maintain high standards of data accuracy within ERP and CRM systems

Cross-Functional Coordination

Act as the key operational interface between customers and internal departments Work closely with operations and logistics to manage delivery performance and customer expectations Liaise closely with finance on invoicing, credits, disputes, and process alignment Coordinate with technical and service teams on aftersales and warranty matters

Team Leadership & Development

Lead, coach, and develop the customer services and sales support team Set clear priorities, service standards, and performance expectations Build a resilient, well-structured function with clear roles and escalation routes Support training and development to improve capability and consistency

Process Improvement & Performance Management

Review and improve customer service, order processing, and aftersales processes Develop and monitor KPIs such as order accuracy, response times, OTIF delivery, and customer complaints Identify recurring issues and work with management to implement corrective actions Support ongoing improvements to systems, reporting, and ways of working

Essential Technical Skills and Experience:

Proven experience in a

customer services, sales operations, or aftersales management role

Experience working in a

manufacturing, engineering, or technical product environment

Strong understanding of order processing, logistics, and customer support workflows Confident managing cross-functional stakeholders and customer expectations Strong leadership, communication, and organisational skills High level of accuracy with strong attention to detail Experience managing or mentoring a customer services or sales support team Super-User/Knowledge of SAP systems or similar ERP and CRM systems Exposure to warranty, service, or spares processes Commercial awareness with an understanding of pricing, margins, and customer contracts Excellent Microsoft Skills, Word, Excel and Powerpoint presentation Good Good verbal and written English language

Personal Qualities:

Customer-focused with a pragmatic, solutions-driven approach Calm, structured, and resilient under pressure Comfortable taking ownership and making decisions Able to balance operational detail with the wider commercial picture Proactive mindset with a drive for continuous improvement

Hours of Work

: 40 hours per week Monday to Friday - core operations hours are 0830-1730hrs.

No Hybrid working available with this role as it is key for job holder to be onsite managing direct reports and working closely with key business stakeholders

Salary and Benefits:

Basic Salary 48-52k - dependant on experience of candidate

Annual Income from Operations Bonus scheme (upto 7% of salary) subject to achievement of company targets

Holidays - 20-25 days holiday plus Bank Holidays

5% employer contributed Pension Scheme (eligible after 3 months service)

4 x salary death in service benefit scheme (eligible after 3 months service)

Confidential EAP (employee assistance programme)

APPLICATION PROCESS

Only applicants with eligibility work to work in UK status will be accepted for consideration. No visa sponsorship will be considered

Candidates must live within a reasonable commuting distance of Oakham

FULL CV required please

Job Types: Full-time, Permanent

Pay: 48,000.00-52,000.00 per year

Benefits:

Additional leave Free parking Life insurance On-site parking
Work Location: In person